Customer Experience Specialist

Position 

Customer Experience Specialist

 

Location

Oostrum, NL

 

Organization

Cordstrap is the global market leader in Protection Engineering – engineering out the risks associated with the movement of goods in and around industrial settings to protect products, people and places. Cordstrap protection engineers work directly with industrial customers to assess, anticipate, and mitigate risks and to operationalize, measure and continuously improve impact so that these companies can grow safely and sustainably. Headquartered in Europe with a global footprint of sales offices, factories and distribution partners, Cordstrap has 500 employees present in 22 countries and serves customers in over 50 countries worldwide.

The organization combines a unique mixture of global operational reach and multinational professionalism with an entrepreneurial, customer-centric and lean culture which is oriented towards impact. Held by long-term, private shareholders, Cordstrap is focused on long-term profitable growth and value creation for shareholders, employees, and customers.

 

Role Description

The Customer Experience Specialist is responsible for ensuring a positive and seamless experience for our customers throughout their journey with Cordstrap. You are part of our innovation team and will play a pivotal role in shaping the user experience across our products and services. Developing and executing research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. You are translating the voice of our customers to improve effective product and service innovations at Cordstrap. Appling your knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future products and services as you collaborate with cross-disciplinary teams.

 

Your keys tasks are

• Qualitative research: Work closely with our sales teams in translating customer feedback and interviews into insights.
• Quantitative customer research: Monitor and manage our customer analytics tools like NPS, surveys and data analysis.
• Journey Mapping: Analyze and map the customer journey to identify pain points and areas for improvement. Collaborate with cross-functional teams to implement changes that enhance the customer experience.
• Innovation projects: Developing and implementing strategies to improve our customer journey and customer satisfaction.

 

As a person you

• Can define, present, and lead a business wide program across all customers and non-customer facing functions.
• Have a strong customer centric mindset, with a focus on customer experience.
• Bring strong communication and interpersonal skills.
• Are analytical and have strong problem-solving abilities.
• Understand research methodologies and able to develop our customer experience strategy.
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
• Have strong organizational and planning skills with attention to detail.

The Customer Experience Specialist plays a vital role in shaping the company's reputation and ensuring customer satisfaction. Their efforts contribute to customer loyalty and the long-term success of the business.

This role reports in the Global Innovation Lead.

For more information on this role or to apply, contact maikel.lieste@cordstrap.com