Customer Operations Specialist, JANZ

About Sedex

More than 85,000 businesses across the world have made Sedex their trusted partner in creating a more socially and environmentally sustainable supply chain.

From our platform’s unrivalled data insights to our team’s expert guidance, Sedex makes it easy for companies to manage, assess and report on sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable.

Our Mission is to supply data-led insights, accessible tools and exceptional services for more sustainable supply chains. Our solutions enable companies to continuously improve environmental, social and governance (ESG) performance and outcomes.

The role

As Customer Operations Specialist in JANZ, you will work as part of a global team to deliver excellence in customer support, by optimising the value of the Sedex membership for 1250+ buyer customers below £1 billion 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 rest of the team, you will play a key role in delivering operational support to members across the JANZ region serving as their regional representative and advocate.

Key Responsibilities

Working closely with the Customer Operations Team Lead in the UK and the Operations Manager in JANZ 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 Customer Operations Sales Lead 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)
  

Knowledge, Skills & Experience

• 3+ years experience in a customer focused role, preferably on a global basis.

• 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.

• Knowledge of Salesforce and/or Gainsight CS preferred

• Microsoft Office knowledge.

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

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