Customer Experience Representative in Luton

Customer Experience Representative Luton, Bedfordshire | £29,000 per annum | Permanent, full-time Hybrid working: Typically three days in the office and two from home once trained. The preference is for the successful candidate to be office-based during the first four to six weeks to support onboarding and learning. The opportunity Are you a proactive customer experience or internal sales professional who enjoys building relationships, solving problems and keeping things moving? This is an opportunity to join a large, international industrial business in a role that goes well beyond processing orders. You will manage a portfolio of distributor accounts, taking ownership of the customer experience from order and delivery coordination through to quotation follow-up and issue resolution. Much of the routine order capture is supported by digital systems and automation, so the focus is on managing the order book, resolving exceptions, working with colleagues across the supply chain and finding practical solutions for customers. The team is continuing to develop its digital capability and ways of working. We are looking for someone curious, ambitious and comfortable picking up the phone—not someone who simply waits for the next task to arrive. You will be encouraged to ask questions, spot opportunities, suggest better ways of working and build your knowledge over time. What you’ll be doing Customer relationships and communication ·       Build trusted relationships with your distributor customers and act as a reliable point of contact. ·       Communicate confidently by phone, email and digital channels, adapting your approach to the customer and situation. ·       Take ownership of enquiries and problems, keeping customers informed and following issues through to resolution. ·       Increase proactive customer contact, including following up quotations and exploring whether customers need support or alternative options. Order book and supply coordination ·       Monitor and manage customer orders throughout the order cycle, keeping delivery information accurate and up to date. ·       Review system exceptions and incomplete order lines, investigate issues and correct information where required. ·       Follow up unconfirmed orders with planners and factories so customers receive clear delivery dates. ·       Track changes to delivery schedules, challenge delays where possible and work with internal teams to improve delivery outcomes. ·       When supply is delayed, look for alternatives—such as available stock or a suitable substitute—before communicating the issue to the customer. ·       Coordinate third-party orders and supplier invoices, helping ensure orders can be completed and invoiced correctly. Commercial and quotation support ·       Respond to customer enquiries and support quotations and pricing requests in line with business processes. ·       Proactively follow up outstanding quotations and identify opportunities to convert enquiries into orders. ·       Use customer and order information to spot patterns, ask questions and identify opportunities to improve service or commercial outcomes. Invoices, disputes and after-sales support ·       Work with Finance and other internal teams to resolve invoice queries, pricing or quantity discrepancies and account disputes. ·       Support timely cash collection by engaging the relevant customer contacts when invoices are overdue or accounts are on hold. ·       Help coordinate returns, credits and claims when required, ensuring issues are handled accurately and efficiently. Digital tools and continuous improvement ·       Use business systems and digital tools to manage customer activity, order information and delivery updates. ·       Help maintain accurate customer and transactional data and identify problems with digital processes or automated order flows. ·       Learn new systems quickly and contribute ideas that improve processes, reduce rework and make the customer experience smoother. ·       Work collaboratively with colleagues, factories, planners, logistics, sales and other internal teams. What we’re looking for Essential ·       Experience in a customer-facing office role such as customer experience, internal sales, sales support, sales administration or order management. ·       Confident speaking with customers on the phone and able to build rapport; comfortable picking up the phone rather than relying solely on email. ·       A proactive, solutions-focused approach, with the confidence to chase updates, ask questions and follow actions through. ·       Strong organisation and attention to detail, with the ability to manage competing priorities and a busy workload. ·       A genuine team-player who shares information, works well with others and contributes positively to the wider team. ·       Curiosity and ambition: a willingness to learn, take on more responsibility and look for ways to improve how things are done. ·       Good general IT skills and the ability to learn digital systems, tools and processes quickly. Desirable, but not essential ·       Experience in manufacturing, industrial products, distribution, supply chain, logistics or a similarly complex operating environment. ·       Experience using SAP or another ERP/order management system. ·       Experience with quotations, pricing requests, order book management or coordinating delivery issues with suppliers or factories. ·       An interest in digital transformation, automation, AI tools or continuous improvement. You do not need to know everything about industrial products or supply chains from day one. Training will be provided. The most important qualities are a willingness to learn, confidence communicating with customers and the drive to take ownership. Training and development You’ll receive structured, hands-on training across the team’s systems and processes. Training includes demonstrations, screen-sharing, documenting procedures and then carrying out tasks yourself with support. Many people become comfortable with the core role within around two weeks, although the time needed will depend on your experience and learning style. This is a role with scope to grow. As you build experience, there may be opportunities to contribute to regional projects, support process and digital improvement initiatives, work with colleagues across different markets and develop towards broader responsibilities or future leadership opportunities. Progression will depend on business needs, performance and your development. Working arrangements and reward ·       Salary: £29,000 per annum. ·       Hours: 37.5 hours per week, with a flexible working policy and core hours. Start and finish times should be managed in line with team and customer requirements. ·       Hybrid working: normally three days in the office and two from home after the initial training period; office-based working is also available. ·       Annual performance and salary reviews. ·       Eligibility for a target-based annual bonus, typically around 10% of annual salary, subject to business performance and the applicable scheme. ·       A broad benefits package and opportunities to develop within an international business. Interested? If you’re personable, curious and motivated by doing more than simply processing orders, we’d like to hear from you. Apply with your CV to find out more about the role and the wider development opportunities