Customer Experience Specialist (Maternity Cover) (, , United Kingdom)

At SI Group, we aspire for all employees to live and work to their full potential. We foster a unique environment where each employee is empowered to create value for our business with a commitment to safety and compliance. We promote personal and professional success that aligns with productivity and extraordinary results. Become a Catalyst for Change and help ignite impossible.

The Role: We are looking for a dedicated and proactive Customer Experience Specialist to join our team at the Four Ashes site. In this role, you will be a critical link between our customers, Sales & Marketing, and Logistics, ensuring smooth end-to-end order processing, timely resolution of customer issues, and accurate system data management. You will also play a key part in maintaining ERP system integrity and supporting business continuity through cross-functional backup and emergency coverage.

How You Will Make an Impact:

• Manage customer orders from receipt to billing, ensuring accuracy within our ERP system (SAP).
• Liaise with Sales & Marketing to verify pricing, terms, and customer agreements.
• Support Logistics by preparing documentation required for shipments.
• Handle customer inquiries, complaints, returns, and issues with efficiency and professionalism.
• Participate in an after-hours coverage rota to support urgent supply needs.
• Maintain high data integrity for customer records and conduct ERP system testing during upgrades or fixes.
• Act as a backup for colleagues to ensure consistent customer service delivery.
• Complete all compliance, quality, and system training within required timeframes.
• Adhere to company quality standards and compliance policies in all aspects of the role.

Creating Extraordinary Starts With:

• Associate degree or equivalent work experience (4+ years), with at least 3 years in a customer-facing or order management role.
• Proficient in MS Office tools, especially Excel, Word, Outlook, and SharePoint.
• Experience working with corporate enterprise systems; SAP experience highly desirable.
• Excellent communication skills, both verbal and written, with the ability to build strong internal and external relationships.
• Self-sufficient, organised, and capable of independently managing customer requirements.
• Knowledge of compliance requirements, documentation standards, and quality procedures.
• Flexible approach to working hours, including evenings, weekends, and holiday coverage.
• Language skills: English (required); German and French (desirable).

What We Value: We strive for all employees to nurture physical, mental and emotional health both personally and professionally. Our commitment to health and wellness centres around prevention, early detection and embracing a healthy lifestyle. Some offerings may vary by role or country, but may include:

• Physical Health benefits including healthcare packages and vision care subsidies.
• Financial Wellness opportunities including life assurance and enhanced employer pension contributions.
• Wellbeing benefits including additional holiday entitlement, flexible and hybrid working opportunities, access to mental health support, various optional social activities, and fruit available on site.
• Progression opportunities including access to learning and development programmes that will empower you to grow both personally and professionally.

Belonging at SI Group: At SI Group, we strive for all employees to perform to their fullest potential. We create an environment where diversity is embraced, voices are heard, boundaries are pushed, and value is created. We celebrate diversity, equity, and inclusion as a driving force toward making the impossible possible, and we’re committed to ensuring all employees embrace it.

Data Privacy: We are committed to protecting your personal data. The information you provide will be used solely for recruitment purposes and processed in accordance with our Privacy Policy and local regulations. By submitting your application, you consent to our processing of your personal data.

Note for Recruitment Agencies: We handle job openings internally and prioritise direct hiring and referrals for efficiency. If necessary, we work with agencies from our Preferred Supplier List (PSL). We will not consider speculative CVs from agencies not on our PSL, and no introduction fee will be applicable.

We offer both full-time and part-time opportunities for this role, with hybrid working arrangements available.