CameraMatics is seeking a professional and detail-oriented Enterprise Customer Experience Associate to support our Enterprise customer portfolio. This role is integral to the coordination of daily vehicle installation activity and the end-to-end management of enterprise customer orders. The successful candidate will act as a key point of contact between enterprise customers, engineers, depots, and internal operational teams. They will be responsible for ensuring clear communication, accurate order processing, early identification of issues, and the delivery of a consistently high standard of customer service.

Key Responsibilities - Enterprise Operations

• Process enterprise customer orders accurately and in accordance with internal procedures.

• Liaise with Scheduling and Stock teams to coordinate stock requirements and ensure availability aligns with installation and customer needs.

• Release approved orders to the Warehouse for shipment, ensuring correct documentation and adherence to agreed timelines.

• Work closely with the Service team to support the investigation, resolution, and closure of customer support tickets.

• Track enterprise customer orders from placement through to delivery, providing timely updates and responding to customer enquiries in a professional manner.

• Liaise with our Enterprise customer base to answer queries, raise support tickets and escalate to the correct teams. RMG Operations

• Proactively contact depots by phone and email regarding weekly installation schedules to confirm readiness and identify potential issues in advance.

• Maintain and update daily installation reports, accurately recording progress and highlighting issues encountered by engineers or depots.

• Coordinate with engineers to communicate installation changes or cancellations to depots promptly and clearly.

• Attend and contribute to daily operational meetings with engineers to review previous installations, raise concerns, and agree actions.

• Escalate vehicle availability issues to RMG promptly to support the timely release of vehicles.

• Monitor Microsoft Teams channels used by engineers to identify and escalate issues in real time.

Skills and Experience

• Strong written and verbal communication skills, with the ability to manage multiple internal and external stakeholders.

• Excellent organisational skills and attention to detail, with the ability to manage competing priorities.

• Confidence using internal systems, order management tools, and collaboration platforms such as Microsoft Teams.

• Strong administrative and reporting capability.

• Proactive problem-solving mindset with the ability to escalate issues appropriately.

• Previous experience in operations, logistics, scheduling, or customer support environments is desirable.

Key Attributes

• Proactive and responsive approach to operational issue management.

• Comfortable working in a fast-paced, operational environment.

• Team-oriented with the ability to build effective cross-functional relationships.

• Customer-focused, ensuring enterprise clients receive timely, accurate, and professional service.

Benefits

• Company pension scheme

• Private medical insurance

• Gym membership and on-site gym

• On-site parking

• Canteen facilities

• Casual dress code

• Company events

Additional Information

• Applicants must have the right to work in the United Kingdom.

• Candidates must be able to reliably commute to Darlington, DL1 1RW, or be willing to relocate prior to starting.

• This role is office-based. (4 days a week in the office with 1 day at home)