Customer Experience Representative

As a Customer Experience Representative at James Cropper, you will deliver a premium customer experience to global customers, managing their journey from enquiry and order placement through to delivery. You will build strong customer relationships, resolve queries, collaborate with internal teams, and help drive continuous improvement while embodying our values of Responsible, Forward Thinking, and Caring.

What you will do;

• Build and maintain strong relationships with new and existing customers.
• Conduct customer service reviews and identify opportunities for improvement.
• Manage new enquiries, reservations, lab matches, and stock agreements.
• Maintain customer records and interactions within CRM systems.
• Produce customer reports and performance dashboards.
• Manage the order process from enquiry through to delivery, working closely with Sales, Planning, Logistics, Operations, and Marketing.
• Handle customer complaints and ensure timely resolution.
• Coordinate sample requests and associated customer communications.
• Lead and support continuous improvement initiatives across customer service processes.
• Support colleagues’ accounts during absences to ensure service continuity.
• Achieve individual and departmental KPIs and objectives
• Contribute to planning, goal setting, and team meetings.
• Participate fully in training and development activities.

What Will Make You Successful?

• GCSE Maths and English at Grade 4 (C) or above, or equivalent.
• Experience in a fast-paced customer-facing environment, ideally within manufacturing.
• Proficiency with CRM and other business systems.
• Excellent communication, organisation, and interpersonal skills.
• Ability to manage multiple priorities, meet deadlines, and maintain attention to detail.

Why choose Us?

We are offering a competitive salary and benefits including;

• The chance to pave your career with a global leader you’ll have support from your line manager and a range of learning & development programmes
• We will help you save for your retirement - join our pension scheme and we’ll match contributions up to 6%
• 25 days’ holiday per year (pro rata) plus bank holidays
• Free health cash plan so you can claim back cash for a range of medical expenses
• Wellbeing support - including a 24/7 employee assistance programme (EAP) for you and your nearest and dearest

If this sounds like you and you have an interest in working for James Cropper please apply today!

We reserve the right to close the vacancy earlier should we identify a suitable candidate or receive a sufficient volume of applications.

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James Cropper are global market leaders in advanced materials and paper products. Led by the Cropper family for six generations, we have an international workforce and an operational reach in over 50 countries.

Established in 1845, we manufacture paper, packaging and advanced materials incorporating pioneering non-wovens and electrochemical coatings.

We operate across multiple markets from luxury retail to renewable energy. Renowned globally for service, capability, pioneering and multi award-winning commitment to the highest standards of sustainability.