Customer Experience Representative

Michael Page; Zaventem; Hybrid; EUR 32,000 - 46,000; Full time

Job summary

Michael Page is seeking a Customer Experience Representative to support our client’s EMEA Sales & Operations team. You will serve as the primary contact for a portfolio of B2B customers and drive exceptional service across order processing and commercial activities.

Working with sales, logistics and finance, you will ensure accurate information, timely deliveries and proactive improvements to processes and customer satisfaction.

Qualifications

• Experience in B2B customer service and support.
• Ability to manage orders from inquiry to delivery and feedback.
• Strong communication and relationship-building with customers.

Responsibilities

• Manage and follow up a dedicated portfolio of customers across the EMEA region.
• Be the first point of contact for customer inquiries and service-related matters.
• Build strong customer relationships and ensure high customer satisfaction.
• Handle customer claims, returns and complaints professionally and efficiently.
• Gather feedback and share insights with internal teams.
• Oversee order-to-delivery process and monitor delivery schedules.
• Prepare quotations with Account Managers and provide pricing/lead times info.
• Support sales pipeline and contribute to achieving targets.
• Identify opportunities to improve customer service processes.

Skills

Customer service

Order management

CRM

Job description

Client Details

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.

Description

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.

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.