Customer Experience Specialist - End-to-End Support

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

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.