Address
Form of workThe role
As Customer Operations Specialist, you will work as part of a team to deliver excellence in customer support, by optimising the value of the Sedex membership for buyer customers below £500m turnover.
Your primary tasks will include maintaining & improving customer satisfaction leading to high levels of retention. Taking ownership of customer enquiries, working across the team and other internal business units to effectively and efficiently solve queries in a timely manner.
Working closely with the Account Management team, you will play a key role in delivering operational support to key and strategic customers, taking ownership and executing tasks to a high standard.
Key responsibilities
Working closely with the Customer Operations Lead, you will:
• Provide Sedex related information and assist with system related technical email and phone queries
• Liaise with other Sedex departments to ensure customer’s requests are fulfilled with set deadlines
• Assist on engaging and promoting any new platform, tools & services launches with customers on behalf of the Account Managers
• Deliver project-based work for customers to enhance the value of their membership
• Identify additional revenue opportunities and work closely with the Senior Customer specialist to close and deliver to a successful outcome
• Promote the benefits of Sedex membership and support customers in maximising the value of Sedex
• Escalation of issues in a timely manner and undertake necessary steps to ensure resolution and root cause analysis
• Respond to all enquires within published Service Level Agreements (SLA's) while meeting 1st call resolution targets
• Log and process all member related enquires within the CRM system (site moves, account restructures, account set ups, and all other customer touch points)
Additional responsibilities may be required
Knowledge, Skills & Experience
• 2+ years experience in a customer focused role
• Experience in developing a range of productive relationships with the ability to work in a team and independently, delivering against team and individual KPIs
• Demonstrative operational experience and proven project coordination skills showing capable of managing multiple tasks
• Able to prioritise and work in an organised fashion
• A passion for helping customers and a dedication to providing a best-in-class service experience
• Analytical problem solving skills with a proactive approach to challenges
• Able to communicate effectively and adapt style to all levels of subject understanding
• Ability to listen and understand customer challenges and work across the team to resolve issues
• Excellent information gathering and verbal / written presentation skills
• Meticulous attention to detail
• A hands-on approach to delivery, with the ability to address ambiguity
• Microsoft Office knowledge
• Proven track record of taking ownership and driving results
About
Sedex Over 75,000 global companies have chosen Sedex as their trusted partner to create more socially and environmentally sustainable businesses and supply chains. Sedex’s platform, tools and services allow members to collect, share and analyse data and manage risks in their supply chain. We enable businesses to identify issues such as forced labour, low wages and gender discrimination, and work with their suppliers to improve business practices to have better social and environmental impact.
Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable.
Our Mission is to supply data-driven insight through the most accessible tools and services. We engage with companies and our community to continuously improve their environmental, social, and governance (ESG) outcomes.
Our culture
At Sedex, we are passionate about helping businesses become truly sustainable and ethical across their operations and supply chains. We believe that all people have the right to a safe workplace, where they are treated with respect and paid fair wages, free of harassment and discrimination. We strive to achieve these beliefs through inclusive behaviours that embody our values of being collaborative, responsible, transparent, quality driven and committed to service excellence.
We want everyone to feel they can be themselves and thrive at work - in every country, in everything we do, every day. We are focused on providing a culture characterised by inclusive everyday behaviours built on a foundation of respect and appreciation for diversity in all its forms.
Privacy Policy
Sedex is committed to protecting the privacy of its website users and members. Sedex uses any personal information you submit to us in accordance with this policy. The General Data Protection Regulation (GDPR) requires us to ensure that any personal information you provide us is processed fairly and lawfully. Sedex is the data controller in relation to any personal information you submit.
