At a Glance
- Tasks: Manage customer accounts, drive sales, and ensure smooth order execution.
- Company: Join a stable, global company with a close-knit community.
- Benefits: Competitive salary, supportive environment, and career growth opportunities.
- Other info: Be part of a team that values tradition and commitment.
- Why this job: Make a real impact in a dynamic role while collaborating across borders.
- Qualifications: 3+ years in customer service or inside sales, technical background preferred.
The predicted salary is between 29700 - 36300 £ per year.
Due to continued growth and market development, we are searching for a Senior Customer Service Representative to become an active team member in the UK. As a Senior Customer Service Representative at Viking EMEA, you will act as a vital commercial and operational link between our B2B customers, outside sales teams, and supply chain stakeholders. This role goes beyond reactive support; you will proactively manage accounts, drive quote conversion, identify cross-selling opportunities, and oversee order execution from initial quotation to final logistics delivery.
Furthermore, you will have the following duties:
- Commercial Growth: You will collaborate with outside sales to contribute to market share growth in smaller customer segments, drive cross-selling, and maximize margin performance.
- Pipeline Optimization: You will proactively manage quote follow-ups within our CRM (HubSpot) to improve overall conversion rates and close open business.
- Customer Experience Excellence: You will serve as a seamless, single-point interface to ensure doing business with Viking EMEA is smooth, efficient, and reliable.
- End-to-End Ownership: You will oversee the customer journey from a technical inquiry and order booking to warehouse coordination and final invoicing.
Core Responsibilities:
- Account Management & Sales Support: Act as a bridge between customer and key stakeholders to enhance customer experience. Build trust-based relationships with a designated portfolio of EMEA accounts. Create accurate commercial quotations, input data into HubSpot, and systematically execute follow-ups. Provide first-level technical product support and capture competitive market intelligence to share with the broader sales team. Identify complex customer scenarios and champion process improvements to enhance service delivery.
- Order Management & Commercial Governance: Perform a comprehensive sales order, fulfilling customer’s needs and delivering excellence. Validate the technical and commercial accuracy of sales orders, monitoring margins and escalating pricing exceptions when required. Ensure a rapid 1-working-day turnaround for quote and order processing, in line with export compliance procedures. Actively manage the backlog by tracking delayed shipments, call-off orders, and account clearances with the Credit Department.
- Logistics & Supply Chain Coordination: Arrange the shipment to customers from the warehouse or supplier and issue the proforma invoice. Execute daily order releases, verifying picking slips against final availability and pricing criteria. Act as the primary liaison to your local operations manager for replenishment, purchasing, and warehouse teams, regarding lead times, product shortages, and scheduled pickups. Control distribution expenses by proactively managing partial shipments, express freight requests, and applying minimum order values (franco). Coordinate direct-to-customer shipments directly from third-party suppliers.
Qualifications and experience:
- This position requires experience of 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B).
- You have a technical background or experience.
- You have solid SAP experience.
- You have experience or understanding of Supply Chain.
- You have excellent administrative skills and are attentive to details.
- You have some technical knowledge (construction or plumbing industry experience is an advantage); some knowledge about international trade (import/export) would be an advantage.
- You are at ease with phone communication (quote follow up, direct approach with prospects).
- You have an excellent command of English.
- You have strong verbal and written communication skills, and you are a good team player.
- You are a fast learner, a dynamic and agile multi-tasker and enjoy the challenges of a busy office environment.
Reporting line and location: This is an office-based role reporting to the Local Operations Manager.
Our offer:
- Stable company: for over three decades, our company has stood the test of time, weathering economic shifts, technological revolutions, and industry changes. We are not just stable; we are a ship that has sailed through storms and emerged stronger. Be part of a team that values tradition, experience, and unwavering commitment.
- Package: we offer competitive compensation that recognizes your expertise and dedication.
- Great place to work: we are not just a big company; we are a close-knit community that spans continents. As you contribute to impactful projects, you will experience the best of both worlds: the resources and reach of a multinational structure combined with the warmth and support of a tight-knit family. Grow your career with us, collaborate across borders, and enjoy the advantages of a truly inclusive and nurturing environment.
Apply now and become part of our extraordinary journey!
Senior Customer Service Representative, UK in Epworth employer: Viking EMEA
As a Customer Service Advisor at our stable and thriving company, you will join a close-knit community that values exceptional customer service and teamwork. With over three decades of industry experience, we offer competitive compensation and a supportive work culture that fosters personal and professional growth. Located in Tipton or Epworth, you will enjoy the benefits of working within a multinational structure while being part of a family-like environment that encourages collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative, UK in Epworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Viking EMEA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Viking EMEA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Representative, UK in Epworth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Viking EMEA:Your cover letter is your chance to shine! Tell us why you want to work at Viking EMEA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Viking EMEA!
How to prepare for a job interview at Viking EMEA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
