Customer Experience Lead

Job content

OUR STORY

TFP Hydrogen Products is an innovative, award-winning subsidiary of TFP and James Cropper Group both established in pioneering materials to safeguard our future

Technical Fibre Products has been operating since 1986, developing technical nonwovens for a wide variety of challenging applications in the aerospace, fuel cell, composite and automotive industries.

Using our key capabilities in electrochemical materials, we support a diverse range of customers in technologies that include hydrogen generators, fuel cells, batteries, corrosion prevention, water treatment and medical devices. Our current team is made up of exceptional people with a range of backgrounds, who use their core knowledge to deliver for our stakeholders

The Opportunity

The Customer Experience Lead is a multifaceted role reporting to the Manufacturing Operations Manager of TFP Hydrogen Products Ltd. Ensuring efficient, timely, high quality, and cost-effective operations across all aspects of the business with a focus on building relationships with customers and providing support and guidance through every step of the service delivery.

This is a new role within a rapidly growing business. You will be responsible for all aspects of customer service, sales order processing, shipping, purchasing, and receiving.

Key Accountabilities

• Build relationships with customers and guide them through the sales process.
• Responsible for understanding customers’ needs, communicating through every step of the process from order receipt, part logistics, production, and delivery. Providing regular updates throughout to ensure customers are satisfied.
• Responsible for coordinating and sharing information with other departments, requesting technical support where appropriate.
• Manage information for effective customer and supplier relationship management, ensuring records are accurate and in line with legal/compliance obligations.
• Responsible for processing sales orders and samples, working closely with other team members to ensure on time despatch/delivery.
• Responsible for managing purchase order processing/receiving activities.
• Liaise with freight forwarders on dispatches and imports, resolve complex issues relating to the movement of goods.
• Manage the import/export process and ensure compliance with all required government laws and licensing regulations, including management of customs special procedures (Inward Processing of customer parts).
• Maintain in depth and up-to-date knowledge of customs rules and regulations and other related requirements for global shipping.
• Develop, implement, and maintain appropriate processes and procedures.
• Work with others to ensure correct import and export tariff codes are being applied.
• Complete all admin tasks associated with strategic export control regulations.
• Assist with stocktake, inventory management and month end routines.
• Produce relevant and timely monthly reports.
• Support group finance with invoice and credit control activities and help to facilitate year-end audit requirements.
• Lead and motivate team.
• Provide day to day support and holiday cover to purchasing administrator.

What will make you successful?

• This role requires someone who is extremely organised, highly motivated, who can cope well under pressure and has the drive and enthusiasm to implement process and procedures.
• You would ideally have knowledge and experience in import/export, IPR, export control, movement of goods, VAT and audits.
• Demonstrates a Caring attitude: Treats colleagues, customers, and visitors with respect, kindness and inclusivity.
• Demonstrated a Responsible attitude: Assumes personal responsibility for actions, making ethical decisions that benefits our customer, community, and the environment, whilst upholding the best intertest of the business.
• A Forward-thinking outlook: respectfully challenges ways of working and contributes to the culture of ongoing improvement.

Why choose Us?

• We are offering a competitive salary and benefits including;
• The chance to pave your career with a global leading green hydrogen technology company and electrochemical materials specialist
• A range of learning & development programmes
• 25 days’ holiday per year (pro rata)
• Free health cash plan so you can claim back cash for a range of medical expenses
• Wellbeing support which includes a 24/7 employee assistance programme (EAP)

If this sounds like you and you have an interest in working for James Cropper PLC please apply today!

We reserve the right to close the vacancy earlier should we identify a suitable candidate or receive a sufficient volume of applications.

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