Customer Excellence Executive India

About Sedex

More than 85000 businesses across the world have made Sedex their trusted partner in creating a more socially and environmentally sustainable supply chain.

From our platforms unrivalled data insights to our teams 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 datadriven 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

The role will provide existing customers with a high level of product service and technical support by being the first point of contact.

Key responsibilities

• First point of contact to provide Sedex related information and assist with system related technical email and phone queries
• Welcoming new suppliers (after registration) to Sedex and guide them in the use of Sedex tools & services
• Engaging and promoting any new platform tools & services launches with customers
• Provide guidance and training on Sedex tools
• Deliver excellence in service and experience each and every time ensuring suppliers renew on time
• Promote the benefits of Sedex membership and support customers in maximising the value of Sedex
• Respond to all enquires within published Service Level Agreements (SLAs) while meeting 1st call resolution targets
• Log and process all member related enquires within the CRM system (site moves audit deletions and all other customer touch points)
• Language support to customers
• Regularly assess and work to update support materials in collaboration with the training team
• Liaising with finance team on payments and refunds plus other additional admin

Knowledge Skills & Experience

• Confident in IT Systems CRMs and all Microsoft Office packages
• Experience working in different Internet browsers
• 12 years of B2B customer service experience or equivalent account management experience
• Customer focused attitude and service mentality
• Demonstrated ability to achieve KPIs and work within a target driven environment.
• Professional and flexible attitude with good interpersonal skills
• Critical Thinking Problemsolving and creativity to identify workable solutions
• A diplomatic nature (patient but assertive)
• Good knowledge retention excellent organisational skills and commitment
• Degree level education preferred or equivalent experience
• Professionalism and genuine interest in the provision of excellent customer service
• An interest in ethical trade and responsible supply chain management

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. Click here to view our privacy policy