Working for a well-established global manufacturing business who operate in a niche industry. As the Senior Customer Experience Specialist who will deliver an excellent customer experience and support to internal and external customers for orders and general enquiries. Ensuring all requests are prioritised, organised and processed accurately and on time, taking ownership for resolution. As the Senior Customer Experience Specialist you will be the daily operational lead, supporting the Customer Experience Manager with escalations, ensuring the team are delivering and exceeding KPI''s. Job Description: Operational Rigour: Drive operational rigour within Team to meet or exceed KPIs and deliver customer satisfaction. Support Customer Experience Manager to drive operations. Hold Team accountable for individual and team objectives. Order Processing: Spend 25% of time at a minimum undertaking order entry. Process all sales orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer. Communication: Internal and External communication to ensure fast and accurate processing of orders. Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, escalate to leadership when necessary. Calls: Ensure all phone calls are answered within SLA of 20 seconds Quality Checks: Conduct monthly quality checks on assigned team members in adherence with timetable set by the Customer Exper