Customer Experience Representative

Gruppo SKF; Luton; On-site; GBP 23,000 - 30,000; Full time

Job summary

SKF is seeking a Customer Experience Representative in Luton to act as a key interface between SKF and customers, handling end-to-end inquiries, order fulfilment, and service requests with accuracy and a digital-first approach.

You will collaborate with supply chain and sales teams, drive continuous improvement, and promote self-service tools to enhance customer satisfaction while supporting competitive performance.

Qualifications

• Experience managing customer orders, sales processes, or other complex operational workflows.
• Customer-focused mindset with a solution-oriented approach to solving problems and improving outcomes.
• Effective communication skills and the ability to build productive relationships with different stakeholders.
• High attention to detail and a structured approach to managing data and processes accurately.
• Ability to prioritize tasks and thrive in a busy, active environment.
• Solid teamwork and collaboration skills, with a positive and cooperative attitude.
• Proficiency using Microsoft Office and business systems such as CRM and order management tools.
• Ability to use and adopt new technologies, systems, and ways of working.
• Experience in manufacturing, logistics, supply chain, customer operations, or a similar environment is an advantage.
• Knowledge of industrial sales processes and continuous improvement practices (e.g., Lean) is beneficial.

Responsibilities

• Build and maintain positive customer relationships through proactive, solution-oriented support across multiple channels.
• Act as the main point of contact for customers, ensuring a seamless experience and timely resolution of enquiries and issues.
• Manage the end-to-end order process, from order entry and confirmation to delivery tracking and fulfilment.
• Collaborate with factories, planners, and logistics teams to ensure accurate delivery information and resolve supply-related challenges.
• Prepare quotations, support pricing requests, and identify sales opportunities through customer interactions and follow-up activities.
• Handle post-sales processes, including claims, returns, credits, invoicing support, and customer service follow-up.
• Maintain accurate customer and transactional data while promoting the use of digital tools and self-service solutions.
• Contribute to continuous improvement initiatives, process optimization, cross-functional projects, and knowledge sharing across the team.

Skills

Customer orders management

Sales processes

CRM systems

Order management tools

Microsoft Office

Communication

Teamwork

Problem solving

Lean knowledge

Tools

CRM software

ERP systems

Job description

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Customer Experience Representative

Requisition ID: 25324

Job Category: Sales & Customer Service

Contract type: Permanent

Location: Luton, GB

Going fast, thinking fast, is at the heart of the movement… SKF has understood this, and every day in the world, our 40,000 employees share this commitment. Thanks to their openness to new ideas and the trust placed in their ideas, we are constantly innovating. From mining to aeronautics, from trains to roller skates, our products are everywhere where technologies move. This is one of the reasons why our jobs areso rich. It is also what makes SKF the world reference in bearings.

Do you want to be at the heart of customer relations and play a key role in promoting our commercial and technical offer? Are you curious and want to work for a wide variety of customers? Then this position is for you!

We are looking for…

Luton, United Kingdom -

As a Customer Experience Representative, you will act as a key interface between SKF and our customers, delivering a high-quality end-to-end experience across every interaction. You will directly manage demand chain activities, order fulfilment, and service enquiries for your assigned customer portfolio, ensuring accuracy, speed, digital-first communication, and value-added support.

In this role, you contribute directly to business results by optimizing the customer experience, improving digital adoption, supporting data-driven decision making, and collaborating closely with supply chain, logistics, and sales teams. You will promote continuous improvement and consistent execution to elevate customer satisfaction and support SKF’s competitiveness.

Key responsibilities:

• Build and maintain positive customer relationships through proactive, solution-oriented support across multiple channels.
• Act as the main point of contact for customers, ensuring a seamless experience and timely resolution of enquiries and issues.
• Manage the end-to-end order process, from order entry and confirmation to delivery tracking and fulfilment.
• Collaborate with factories, planners, and logistics teams to ensure accurate delivery information and resolve supply-related challenges.
• Prepare quotations, support pricing requests, and identify sales opportunities through customer interactions and follow-up activities.
• Handle post-sales processes, including claims, returns, credits, invoicing support, and customer service follow-up.
• Maintain accurate customer and transactional data while promoting the use of digital tools and self-service solutions.
• Contribute to continuous improvement initiatives, process optimization, cross-functional projects, and knowledge sharing across the team.

Your profile :

• Experience managing customer orders, sales processes, or other complex operational workflows.
• A customer-focused mindset with a solution-oriented approach to solving problems and improving outcomes.
• Effective communication skills and the ability to build productive relationships with different stakeholders.
• High attention to detail and a structured approach to managing data and processes accurately.
• Ability to prioritize tasks and thrive in a busy, active environment.
• Solid teamwork and collaboration skills, with a positive and cooperative attitude.
• Proficiency using Microsoft Office and business systems such as CRM and order management tools.
• Ability to use and adopt new technologies, systems, and ways of working.
• Experience in manufacturing, logistics, supply chain, customer operations, or a similar environment is an advantage.
• Knowledge of industrial sales processes and continuous improvement practices (e.g., Lean) is beneficial.

At SKF, we are committed to creating a diverse environment and we know that a diverse workforce is essential to our continued growth. Therefore, we focus solely on your experience, skills and potential. Come as you are, be yourself. #weareSKF

Additional information

This position is based in Luton, United Kingdom, and reports to the Customer Experience Manager, UK.

For questions regarding the recruitment process, please contact Marta Jackowiak, Regional Recruiter Europe & Africa, at [e-mail] . Please note that we will screen applicants continuously and do not accept applications sent by e-mail.

To support a transparent process, we may include assessments and before hiring we can verify the information in your application in compliance with country-specific laws and regulations.

At SKF, we are committed to promoting fairness and inclusion throughout our recruitment process. To support this, we may include assessments and verify the information contained in your application in accordance with country-specific laws and regulations.

About SKF

SKF has been around for more than a century and today we are one of the world’s largest global suppliers of bearings and supporting solutions for rotating equipment. With more than 40,000 employees in around 130 countries, we are truly global. Our products are found everywhere in society. In fact, wherever there is movement, SKF’s solutions might be at work. This means that we are an important part of the everyday lives of people and companies around the world. See more, at www.skf.com.