Senior Customer Operations Specialist

**About Sedex**:
More than 75,000 businesses across the world have made Sedex their trusted partner in creating a more socially and environmentally sustainable supply chain.

From our platform’s unrivalled data insights to our team’s expert guidance, Sedex makes it easy for companies to manage, assess and report on sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable.

Our Mission is to supply data-driven insight through the most accessible tools and services. We engage with companies and our community to continuously improve their environmental, social, and governance (ESG) outcomes.

**The role**:
As a Senior Customer Operations Specialist the primary objective of the role is to provide a superior quality experience, handle escalated issues to resolution, adding value to the customers membership and handling the renewal process. Identifying customers at risk using data and insights and proactively engage to achieve high levels of customer retention. You will work closely with internal teams to identify opportunities and potential growth of accounts, implementing an approach to deliver customer value and achieve

KPI’s.

Play a key role in delivering improvements to processes for the team that has a positive impact for the customer, team and Sedex.

**Key responsibilities**:
Working closely with the Customer Operations Lead, you will;
- Identifying and maximising the opportunity to grow the value of our existing Buyer memberships and to increase the average order value of customer accounts
- Analysing customer datapoints to assess how a customer uses the platform, recognising where we can add further support or value
- Identify customers who are at risk of leaving Sedex and implement a plan of action to address the challenges leading to the retention of the account
- Responsible for Buyer membership renewal communications and obtaining payments on time
- Capturing internal and customer-sourced insights, then proactively reporting and contributing to solutions and ideas with internal stakeholders to bridge gaps that may exist between customer expectations
- Collaborate on a variety of Customer-focussed projects and support on liaising with other Sedex departments to ensure Customer’s requests are fulfilled with set deadlines - Escalation of issues in a timely manner and undertake necessary steps to ensure resolution and root cause analysis
- Assist on engaging and promoting any new platform, tools & services launches with customers on behalf of the Relationship Managers
- 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**:

- 3 + years experience in a customer focused role
- Ability to successfully resolve customer concerns and manage escalations efficiently and effectively
- Critical and creative thinking, with practical experience of analysing and improving processes that involve both internal and external parties
- A passion for helping customers and a dedication to providing a best-in-class service experience
- Experienced in developing a range of productive relationships and fostering a team ethic
- Demonstrative operational experience and proven project coordination skills showing capable of managing multiple tasks
- Analytical problem solving skills with a proactive approach to challenges
- Excellent information gathering and verbal / written presentation skills - Meticulous attention to detail
- Proven track record of taking ownership, meeting targets and driving results
- Experience and knowledge of Microsoft Office and CRM systems

**Our culture**:
At Sedex, we are passionate about helping businesses become truly sustainable and ethical across their operations and supply chains. We believe that all people have the right to a safe workplace, where they are treated with respect and paid fair wages, free of harassment and discrimination. We strive to achieve these beliefs through inclusive behaviours that embody our values of being collaborative, responsible, transparent, quality driven and committed to service excellence.

We want everyone to feel they can be themselves and thrive at work - in every country, in everything we do, every day. We are focused on providing a culture characterised by inclusive everyday behaviours built on a foundation of respect and appreciation for diversity in all its forms.

**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.