At a Glance
- Tasks: Deliver exceptional customer experiences and support sales through effective communication and data insights.
- Company: Join a leading tech company in the construction industry with a focus on innovation.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Fixed-term contract until October 2026 with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer satisfaction and driving business growth.
- Qualifications: Proactive attitude, strong communication skills, and experience with CRM systems.
The predicted salary is between 36000 - 60000 £ per year.
About ITW: ITW Construction Products UK/Nordics is a division of ITW within the Construction Products segment. As a division, our annual revenue exceeds $250m, with over 650 people across 9 countries. We are suppliers of innovative engineered fastening systems and related consumables and software. These products are uniquely specified for a variety of materials, including wood, concrete, and steel.
ITW Construction Products UK/Nordics is a division of ITW, innovating, designing, and manufacturing advanced industrial technology. We are industry influencers and market leaders in our fields with five high-quality brands at the front of technology and enterprise. At all levels in our organisation, we are encouraged to embrace our inner entrepreneur to drive actions, focus on what matters, and share ideas so that every individual can have an impact on the business. In return, we are rewarded, supported in our development, and given the opportunities to grow within a large multinational organisation.
Position Summary: This is a fixed-term contract position covering maternity until 31st October 2026. We are seeking a proactive and customer-focused professional to partner closely with the sales team to deliver exceptional customer experiences, handling inbound and outbound communication, order processing, and query resolution. You will maintain accurate customer data in our systems, coordinate deliveries, and identify opportunities for service improvements and business growth through data insights. Staying up to date on product knowledge, you will support up-selling initiatives and ensure smooth end-to-end customer interactions. Acting as a role model for ITW values, you will drive continuous improvement and foster strong stakeholder relationships across an international organisation.
Primary responsibilities:
- Partner with the sales function within your defined business area to take ownership of customer service activities.
- Deal with incoming calls, emails, order handling, queries for all customers within your defined business area.
- Ownership of end-to-end communication (outbound/inbound) for defined business area.
- Identify service improvement areas for customers within your defined business area and support our sales teams in identifying opportunities for growth using data analytics.
- Support implementation of service improvements and growth opportunities within your defined business area.
- Keep up to date with product knowledge and customer requirements and use this to upsell when interacting with customers.
- Manage queries and customer concerns to bring to a resolution with minimal points of contact.
- Maintaining customer master data (contact info, invoicing routines, prices) in CRM and ERP.
- Daily interactions with Supply Chain to coordinate and manage deliveries.
- Role model for ITW values: Integrity, Respect, Trust, Shared Risk, and Simplicity.
Experience and skills:
- Taking initiative and measuring own performance.
- Excellent in navigating in an international organisation with stakeholders across countries.
- Expert in managing computer operating systems and MS Office software.
- High-level writing and verbal communication skills.
- Knowledge of CRM platforms.
- Degree or work experience in business administration or similar field.
Customer Experience Partner in Glenrothes employer: ITW Construction Products (UK & Nordics)
ITW Construction Products UK/Nordics is an exceptional employer that fosters a culture of innovation and entrepreneurship, empowering employees to make impactful contributions within a supportive environment. With a commitment to professional development and growth opportunities, team members are encouraged to embrace their potential while enjoying the benefits of working for a leading multinational organisation. Located in a dynamic industry, this role offers the chance to engage with diverse stakeholders and enhance customer experiences, making it a rewarding place to build a career.
Contact Details:
ITW Construction Products (UK & Nordics) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Partner in Glenrothes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ITW Construction Products (UK & Nordics). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ITW Construction Products (UK & Nordics) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Partner in Glenrothes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ITW Construction Products (UK & Nordics):Your cover letter is your chance to shine! Tell us why you want to work at ITW Construction Products (UK & Nordics) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ITW Construction Products (UK & Nordics)!
How to prepare for a job interview at ITW Construction Products (UK & Nordics)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
