Customer Experience Specialist

About the Role

As a
Customer Experience Specialist
, you'll be at the centre of delivering seamless, high-quality service across multiple channels and account tiers. Partnering with Strategic and Key Account Managers, you'll coordinate requests, streamline workflows, and ensure every interaction exceeds expectations. By championing digital tools and driving operational excellence, you'll play a vital role in enhancing satisfaction and shaping commercial success across EMEA.

This role is in our Collegien Office and has hybrid flexibility.

Responsibilities

Be the customer's go-to partner
– guiding them through product information, account setup, portal navigation, and confidently resolving non-technical queries.

Keep customers informed and reassured
– proactively updating customers on orders, deliveries, and timelines, while managing claims, returns, and escalations with care.

Take ownership of service excellence
– detecting and resolving delivery challenges, creating clear follow-up plans, and involving the right stakeholders at the right time.

Champion digital tools
– using Salesforce and ERP (JDE) to track, share, and manage customer information, ensuring accuracy and transparency at every step.

Support commercial growth
– coordinating quotations, gathering product details, securing approvals, and assisting with forecast management to help customers and account managers plan effectively.

Partner with Key Account Managers
– delivering tailored support for Gold and Platinum accounts, strengthening engagement through proactive communication and timely execution.

Qualifications

• Native or professional level of French; professional level of English.
• specifically support rail customers and small project coordination experience is a preference
• Background in the rail industry would be a valuable plus
• Experience of handling customer complaints and escalation procedures
• Knowledge of product lines and how they connect to customer orders
• Familiarity with web portals and support tools (Salesforce, JDE)

Behavioural Competencies

• A team player who communicates openly, clearly and constructively
• Someone who ensures clarity, organises daily tasks, and supports shared goals
• Curious and eager to share feedback for process improvements
• Positive, detail-oriented, and committed to creating great customer experiences
• Strong attention to detail and a proactive approach to solving customer needs

IMI Values in Action

• Always Care
  : Builds long-term trust and resolves issues with transparency and urgency.
• Be Curious
  : Challenges assumptions and uses insights to grow value for both customer and IMI.
• Create Impact
  : Drives measurable results and embeds customer needs into execution.

About IMI

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone. We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Transport.

Industrial Automation create solutions for our customers which enable smarter, safer, more productive and sustainable factories, production lines and warehouse operations. Our pneumatic and electric motion systems help machine builders and end users around the world automate and optimise manufacturing and warehousing processes. We employ approximately 10,000 people in over 50 countries around the world.

Find more about IMI Plc here

Equal Opportunity Statement

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status