Customer Experience Representative

As a Customer Experience Representative, you will be the primary point of contact for a portfolio of B2B customers and play a key role in delivering an outstanding customer experience.

Working closely with sales, operations, logistics and finance teams, you will ensure smooth order processing while proactively supporting commercial activities and continuous improvement initiatives.Customer Relationship Management

• Manage and follow up a dedicated portfolio of customers across the EMEA region.
• Act as the first point of contact for customer inquiries and service-related matters.
• Build strong customer relationships and ensure a high level of customer satisfaction.
• Handle customer claims, returns and complaints professionally and efficiently.
• Gather relevant customer and market feedback and share insights internally.

Order Management & Sales Support

• Manage the complete order-to-delivery process.
• Follow up on orders, backorders and delivery schedules.
• Prepare and follow up quotations in collaboration with the Account Managers.
• Provide customers with accurate information regarding pricing, lead times and product availability.
• Support the sales pipeline and contribute to achieving business targets.
• Monitor service performance and customer agreements.

Process Improvement & Operations

• Identify opportunities to improve customer service processes and operational efficiency.
• Collaborate closely with logistics and operations teams to optimize transport, packaging and order flows.
• Contribute to digitalization and continuous improvement initiatives.
• Ensure compliance with internal procedures and quality standards.

Financial Follow-up

• Support the monitoring of outstanding customer payments.
• Collaborate with finance teams regarding credit limits, payment conditions and invoice-related matters.