Customer Experience Specialist

Element Six (E6), is a global leader in the design, development and production of synthetic diamond and tungsten carbide supermaterials. Part of the De Beers Group, our primary manufacturing sites are located in UK, Ireland, Germany, South Africa and the US.

Our mission
We put our customers first. Using our technological expertise and industrial leadership we deliver innovative solutions to achieve competitive advantage.

Our vision
With access to the most sophisticated R&D technology and the best minds in the business, the future is full of possibilities…

Employment Equity & Inclusion and Diversity
We are committed to fostering a vibrant workplace culture that is inclusive and embraces our diversity, where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential, and thrive.

You can find out more about who we are and what we do on our website:
e6.com/en/about/corporate-information

Job overview

This position entails understanding the customers’ needs, identifying new sales opportunities through calls and emails and helping Key Account Managers close sales deals. It also includes delivering first-line support to valued Customers, Distributors and regional sales staff in our markets with reference to multi-disciplined processes including Quotations, Sales Order processing, system set-up and maintenance. This role is the main point of contact for the customers, to resolve queries and provide solutions in partnership with staff in Sales, Operations, Supply Chain, Distribution and Finance departments.

Duties and tasks

• Developing new sales opportunities using outbound cold emails, cold calls and lead follow-ups
• Communicating with customers to understand their needs and requirements and identify sales opportunities
• Explaining and demonstrating the functions and features of products and services
• Maintaining and improving the database of prospects.
• Keeping up to date with product and service information and competitor offerings
• Be the main point of contact for the Customer/ Distributors/ Regional Sales Staff
• Understanding of client’s demand both direct and through distribution, regularly analyze and anticipate future trends & input any insights into demand planning
• Maintain open backlog to avoid customers supply issues
• Responsible for processing Customer Purchase orders accurately and in a timely manner
• Work with the customer to resolve queries and provide solutions using the CRM or other Element six tool's
• Quotations processing IAW with Customer Requests
• Ensure the integrity of customer profiles on both ERP and CRM systems
• Consignment Management
• Customer Pricing, Credit & Returns Process
• Liaise with Supply chain, Production, distribution and finance to update on customer requirements
• Assist your colleagues as the business demands & provide back-up during times of leave
• Take responsibility for other duties defined by the business that may be required from time to time
• Responsible for optimising work procedures as part of our ongoing continuous improvement
• Support Key Account Managers to provide excellent service to our customers
• Participate and Support customer centric team initiatives
• Provide Training & Support to New Team Members

Criteria skills

• The successful candidate will have strong problem-solving skills with a can-do attitude and is interested in a challenge.
• Self-Motivation: Demonstrates a high level of initiative and independence in pursuing goals and tasks.
• Collaborative Spirit: Works well with diverse teams while maintaining individuality. Self-Driven: Highly motivated to achieve goals and complete tasks autonomously.
• Resilience: Maintains focus and determination in the face of setbacks or challenges.
• Visionary Leadership: Inspires and motivates others with a clear and compelling vision.
• Independent Decision-Making: Confidently makes decisions without needing constant guidance or approval.
• Creative Ideation: Generates original ideas and concepts that push boundaries.
• Critical Thinking: Analyzes situations and problems from multiple perspectives to find the best solutions.
• Innovative Problem-Solving: Uses out-of-the-box thinking to tackle complex challenges.
• Effective Communication: Clearly articulates thoughts and ideas, even when they differ from the norm.
• Adaptability: Comfortable with ambiguity and quickly adjusts to new situations and environments
• Continuous Learning: Actively seeks out new knowledge and experiences to enhance skills and perspectives.
• Accuracy and attention to detail

• Minimum 3 years professional experience in a detailed and complex Inside Sales, Customer Service or Sales Support position within a multinational company is essential
• Experience of working with JD Edwards or related ERP systems
• Experience of working with CRM system is an advantage
• Proficient in the use of Microsoft office packages
• Third Level qualification in Business or equivalent discipline an advantage

The Person

The ideal candidate will be a confident, articulate and professional solution provider. He/she will have the ability work on their own initiative while also working as part of a team. The person will have an interest in trouble shooting, process improvement capability, ability to engage and work effectively with people at all levels within and external to the Company and capability to handle pressure when situations require. Willing and want to work in an environment that allows initiative and requires flexibility.

Travel

• Ad hoc travel maybe required to support the business requirements.