Customer Experience Specialist

Role Overview

As a
Customer Experience Specialist
, you'll be a multi-channel service professional delivering high-quality, proactive support across account tiers and customer touchpoints. From quote to order and order to delivery, you'll ensure seamless execution while promoting digital enablement and customer satisfaction across EMEA.

This role will be based in
Austria
, dedicated to supporting
Hungary
, acting as a true bridge between customers and IMI across multiple functions: customer support, project management, technical support, quality, logistics, and finance.

Key Responsibilities

• Proactively inform customers about deliveries, statuses, and deviations using all communication methods.
• Create clear follow-up plans and involve stakeholders at the right time.
• Detect and resolve delivery problems independently to achieve service levels and maximise sales.
• Use Salesforce and ERP (JDE) to track and share customer information.
• Support customer queries confidently, focusing on non-technical questions and quotation coordination.
• Support with RMA, NIR, item set-up, customs, certificates, BOM lists, project pricing, logistics (urgent deliveries, air shipments, special packaging).
• Provide export and country-of-origin documentation for Balkan customers to avoid customs penalties.
• Liaise with engineers for replacement types, datasheets, and customised solutions.
• Handle restricted/obsolete items, replacements, lead times, invoicing issues, and wrong deliveries.
• Coordinate project certifications and documentation (rail, NPP, special projects) with factories to ensure accuracy and compliance.

Indirect Channel Focus

• Support Distribution Account Managers on a day-to-day basis with all banding customers.
• Process and monitor customer forecasts, identify basic trends, and deliver clear feedback to stakeholders.
• Coordinate quotations where applicable, including product info, costs, pricing approvals, and new item setups.
• Strengthen communication flow through proactive outreach and validation of quote receipt.
• Guide distributors to the distribution portal to self-serve.

Digital Channel Focus

• Assist customers with the webstore or refer them to distribution partners.
• Guide transactional clients toward digital tools and efficient resolution.
• Refer complex queries to SDR or Inside Sales, ensuring optimal lead handling.

Critical Competencies

• Fluency in Hungarian, German, and English is essential
• Clear, proactive, customer-centric communication.
• Strong relationship building with key stakeholders.
• Ability to represent the customer perspective internally and improve processes.
• Growth mindset, calm under pressure, and timely decision-making.
• Effective use of CRM/ERP tools (Salesforce & JDE).

About IMI

IMI plc is a global specialist engineering company that creates breakthrough solutions. We partner with our customers to solve today's demands and prepare for tomorrow's challenges. Our focus is on innovation, business outcomes, and creating a better world through lasting impact. We design, build, and service highly engineered products in fluid and motion control applications, with a focus on Industrial Automation, Process Automation, Climate Control, Life Science, and Transport sectors.

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

Join IMI Norgren and take the next step in your career in a global and innovative environment