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.-