On-Site CX Specialist

Customer Experience Specialist

Location:

Telford, UK (100% on-site)

Contract:

Full-time, Monday–Friday (37.5 hours per week)

We are seeking a highly organised and customer-focused Customer Experience (CX) Specialist to join the Industrial Physics Global Customer Experience team. This role is critical in delivering a best-in-class customer journey across the full lifecycle—from pre-purchase through to post-purchase.

You will play a central role in managing sales and service transactions while working cross-functionally with teams such as Sales, Service, Operations, and Finance. Acting as a key point of contact for customers, you will ensure accuracy, efficiency, and high-quality service across all interactions.

This role requires strong problem-solving skills, agility, and the ability to manage multiple priorities while maintaining excellent communication with both internal and external stakeholders.

• Review Sales and Service quotes carefully, ensuring accuracy and compliance with company standards and business practices
• Process Sales and Service orders in alignment with quotes, contractual terms, and company policies
• Provide timely confirmations and updates to customers and internal stakeholders regarding order status
• Track delivery progress in collaboration with Supply Chain and Operations teams
• Manage ongoing transactional activities including returns, claims, updates, and administrative tasks
• Participate in weekly DVM meetings, providing proactive updates and escalating issues where necessary
• Prioritise and manage daily workload in line with CX team objectives and evolving business needs
• Prepare order-related documentation (e.g. certificates, bills of materials) as required
• Collaborate with cross-functional teams to resolve escalations within agreed time frames (24–48 hours)
• Support intercompany transactions to ensure efficient order flow between sites
• Liaise with Operations on quality-related issues and track resolution progress
• Provide administrative support for post-purchase activities, including commissioning coordination where applicable

• Strong attention to detail with the ability to ensure accuracy across transactional processes
• Excellent organisational and time management skills, with the ability to prioritise effectively
• Proven ability to work cross-functionally and build strong internal relationships
• Confident communicator with a customer-first mindset
• Problem-solving mindset with the ability to adapt quickly to changing priorities
• Experience in order processing, customer service, or a similar operational role preferred
• Familiarity with ERP/CRM systems and order lifecycle processes is desirable