Customer Experience Representative

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…