Customer Experience Representative

Jobat; Zaventem; On-site; EUR 34,000 - 42,000; Full time

Job summary

Jobat is seeking a Customer Experience Representative to manage a dedicated portfolio of B2B customers across the EMEA region and act as the first point of contact for inquiries and service-related matters.

You will oversee order-to-delivery, support quotations with Account Managers, and help optimize transport, packaging and order flows with logistics teams. This role focuses on improving processes while ensuring high customer satisfaction.

Qualifications

• Primary point of contact for a portfolio of B2B customers in the EMEA region.
• Build strong customer relationships and ensure high satisfaction.
• Collaborate with account managers on quotations and pricing.

Responsibilities

• 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.
• Manage the complete order-to-delivery process.
• Follow up on orders, backorders and delivery schedules.
• Prepare and follow up quotations with Account Managers.
• Provide customers with pricing, lead times and product availability.
• Support the sales pipeline and contribute to targets.
• Monitor service performance and customer agreements.
• Identify opportunities to improve customer service processes and operational efficiency.
• Collaborate with logistics and operations to optimize transport, packaging and order flows.
• Contribute to digitalization and continuous improvement initiatives.
• Ensure compliance with internal procedures and quality standards.
• Monitor outstanding payments and collaborate on credit limits and invoices.

Skills

Customer service

CRM

B2B support

Communication

Problem solving

Tools

CRM software

Job description

Our client is an internationally renowned industrial organization and market leader in innovative technical solutions for customers across Europe, the Middle East and Africa. To support its continued growth and customer-centric strategy, the company is looking for a Customer Experience Representative to strengthen its EMEA Sales & Operations team.

Jobomschrijving

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.

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.