Customer Experience Representative
Location: Luton Hybrid 3 site days per week
Role Overview
As a Customer Experience Representative, you will act as a primary point of contact for customer enquiries and sales orders. The role is heavily administration- and communication-focused, requiring a high level of accuracy, organisation, and professionalism.
You will manage inbound calls, emails, and internal tickets, process orders and pricing queries, and maintain accurate customer and order records across internal systems. While technical queries may be supported by a dedicated Technical Support team, you will be expected to resolve customer issues independently where possible and escalate appropriately when specialist input is required.
This is a hybrid position, with a requirement to work on-site min of three days per week to support collaboration, training, and cross-functional working.
Key Responsibilities
* Answer inbound customer calls promptly and professionally, acting as the first point of contact for enquiries, order updates, and general support.
* Respond to customer emails and internal tickets, ensuring accuracy, clarity, and a high standard of service.
* Accurately process and maintain customer orders across all relevant systems.
* Process returns, debit and credit notes correctly and communicate updates to customers in a professional manner.
* Manage customer queries relating to shipping, order status, and dispatch information.
* Proactively manage customer expectations and provide timely updates on orders and open queries.
* Liaise with internal teams including Technical Support, Supply Chain, Dispatch, and Finance to ensure efficient issue resolution.
* Monitor, identify, and escalate order or system issues, contributing to continuous service improvement.
* Take ownership of customer enquiries wherever possible, escalating to specialist teams when required.
* Participate in monthly performance reviews, identifying development needs, recognising strong performance, and supporting continuous improvement.
* Support the wider team in delivering a consistent, high-quality customer experience across all channels.
* Attend team meetings, training sessions, and one-to-one coaching as part of ongoing development.
Experience and Knowledge Requirements
* Previous experience in a customer-facing internal sales, customer service, or administrative support role.
* Confident and professional telephone manner.
* Excellent verbal and written communication skills.
* High level of attention to detail and accuracy, particularly in data entry and order processing.
* Proficiency in Microsoft Office, with experience using ERP and CRM systems.
* Strong organisational skills with the ability to manage multiple tasks in a fast-paced environment.
* Proactive approach with a willingness to learn and resolve issues independently where appropriate.
* A positive, flexible team player with a collaborative mindset.
Behaviours & Attributes
* Customer-focused, with a commercial and solution-oriented mindset
* Proactive and organised, with a strong eye for detail
* Strong communicator with a supportive and collaborative approach
* Keen to take ownership of key processes and continuously improve outcomes
* Enthusiastic about building customer relationships and contributing to team success
Additional Information
Applicants must have the right to live and work in the UK. Documentary evidence will be required as part of the recruitment process
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