Customer Operations Specialist

About Sedex

Sedex is a trusted partner for over 95,000 businesses worldwide, helping them create socially and environmentally sustainable supply chains. Through our platform's powerful data insights and expert guidance, we simplify the management, assessment, and reporting of sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable. Our Mission is To provide data-driven insights, accessible tools, and exceptional services that support businesses in improving environmental, social, and governance (ESG) performance and outcomes.

The role

As Customer Operations Specialist in Santiago, you will work as part of a global team to deliver excellence in customer support, by optimising the value of the Sedex membership for 1250+ buyer customers below £1 billion turnover.

Your primary tasks will include maintaining & improving customer satisfaction leading to high levels of retention. Taking ownership of customer enquiries, working across the team and other internal business units to effectively and efficiently solve queries in a timely manner. Working closely with the rest of the team, you will play a key role in delivering operational support to members across the LATAM, North America and European regions serving as a Sedex representative and advocate.

Key Responsibilities

Working closely with the Customer Operations Team Lead in the UK and the Team Leader in Chile you will:

• Provide Sedex related information and assist with system related technical email and phone queries
• Liaise with other Sedex departments to ensure customer's requests are fulfilled with set deadlines
• Assist on engaging and promoting any new platform, tools & services launches with customers.
• Deliver project-based work for customers to enhance the value of their membership.
• Identify additional revenue opportunities and work closely with the Customer Operations Sales Lead to close and deliver to a successful outcome.
• Promote the benefits of Sedex membership and support customers in maximising the value of Sedex.
• Escalation of issues in a timely manner and undertake necessary steps to ensure resolution and root cause analysis.
• Respond to all enquires within published Service Level Agreements (SLA's) while meeting 1st call resolution targets
• Log and process all member related enquires within the CRM system (site moves, account restructures, account set ups, and all other customer touch points)

Knowledge, Skills & Experience

• 2+ years' experience in a customer focused role, preferably on a global basis.
• Able to communicate in English and Spanish effectively and adapt style to all levels of subject understanding.
• Experience in developing a range of productive relationships with the ability to work in a team and independently, delivering against team and individual KPIs.
• Demonstrative operational experience and proven project coordination skills showing capable of managing multiple tasks.
• Able to prioritise and work in an organised fashion.
• A passion for helping customers and a dedication to providing a best-in-class service experience.
• Analytical problem solving skills with a proactive approach to challenges.
• Ability to listen and understand customer challenges and work across the team to resolve issues
• Excellent information gathering and verbal / written presentation skills.
• Knowledge of Salesforce and/or Gainsight CS preferred
• Microsoft Office knowledge.
• Experience using digital tools to enhance customer service and efficiency preferred but not required
• Proven track record of taking ownership and driving results.

Our culture

At Sedex, our approach to business and culture is firmly rooted in our core values, which guide everything we do:

• Respect Each Other: We believe that a foundation of mutual respect is essential to creating a positive and inclusive environment.
• Customer-Driven: We are passionate about delivering exceptional value to our customers. By listening to their needs, understanding their challenges, and continuously adapting our solutions, we aim to empower them to achieve their sustainability goals and drive positive change in their supply chains.
• Thinking Creatively: Innovation is at the heart of our work. We encourage creative problem-solving and embrace new ideas that challenge the status quo. This mindset allows us to continuously improve our products and services, offering fresh and effective solutions to complex sustainability and ethical sourcing issues.
• Take Ownership: We empower our team members to take responsibility for their actions and outcomes. Every person at Sedex is encouraged to own their work, make decisions with confidence, and contribute proactively to the success of the team and the business.
• Deliver Results: We are results-oriented and committed to delivering tangible, impactful outcomes for our customers, our business, and society at large.

Privacy Policy

Sedex is committed to protecting the privacy of its website users and members. Sedex uses any personal information you submit to us in accordance with this policy. The General Data Protection Regulation (GDPR) requires us to ensure that any personal information you provide us is processed fairly and lawfully. Sedex is the data controller in relation to any personal information you submit. Click here to view our privacy policy