Senior Customer Service Representative, UK

Viking EMEA; Epworth; On-site; GBP 30,000 - 42,000; Full time

Job summary

Viking EMEA is seeking a Senior Customer Service Representative in the UK to be a vital link between our B2B customers, outside sales teams, and supply chain stakeholders. You will manage accounts, drive quote conversion, and oversee order execution from quotation to final delivery.

Core duties include building relationships with EMEA accounts, generating quotations in HubSpot, and coordinating logistics to ensure timely shipments and invoicing.

Qualifications

• 3+ years in a commercial, customer service or inside sales environment (ideally B2B).
• Experience with SAP and supply chain concepts.
• Strong English communication and organisational skills.

Responsibilities

• Act as a bridge between customers and internal stakeholders to enhance customer experience.
• Build trust-based relationships with a portfolio of EMEA accounts.
• Create accurate commercial quotations and input data into HubSpot.
• Coordinate logistics to ensure on-time shipments and invoicing.
• Assist with order execution from quotation through delivery.

Skills

SAP

HubSpot

B2B

Supply Chain

Customer Service

Tools

HubSpot CRM

Job description

Due to continued growth and market development, we are searching for a Senior Customer Service Representative to become an active team member in UK.

As a Senior Customer Service Representative at Viking EMEA, you will act as a vital commercial and operational link between our B2B customers, outside sales teams, and supply chain stakeholders. This role goes beyond reactive support; you will proactively manage accounts, drive quote conversion, identify cross-selling opportunities, and oversee order execution from initial quotation to final logistics delivery.

Furthermore, you will have the following duties:

The objectives of the role are:

• Commercial Growth: You will collaborate with outside sales to contribute to market share growth in smaller customer segments, drive cross-selling, and maximize margin performance
• Pipeline Optimization: You will proactively manage quote follow-ups within our CRM (HubSpot) to improve overall conversion rates and close open business
• Customer Experience Excellence: You will serve as a seamless, single-point interface to ensure doing business with Viking EMEA is smooth, efficient, and reliable
• End-to-End Ownership: You will oversee the customer journey from a technical inquiry and order booking to warehouse coordination and final invoicing

Core Responsibilities:

Act as a bridge between customer and key stakeholders to enhance customer experience

• Build trust-based relationships with a designated portfolio of EMEA accounts
• Create accurate commercial quotations, input data into HubSpot, and systematically execute follow-ups
• Provide first-level technical product support and capture competitive market intelligence to share with the broader sales team
• Identify complex customer scenarios and champion process improvements to enhance service delivery

Order Management & Commercial Governance

Perform a comprehensive sales order, fulfilling customer’s needs and delivering excellence

• Validate the technical and commercial accuracy of sales orders, monitoring margins and escalating pricing exceptions when required
• Ensure a rapid 1-working-day turnaround for quote and order processing, in line with export compliance procedures
• Actively manage the backlog by tracking delayed shipments, call-off orders, and account clearances with the Credit Department

Logistics & Supply Chain Coordination

Arrange the shipment to customers from the warehouse or supplier and issue the proforma invoice

• Execute daily order releases, verifying picking slips against final availability and pricing criteria
• Act as the primary liaison to your local operations manager for replenishment, purchasing, and warehouse teams, regarding lead times, product shortages, and scheduled pickups
• Control distribution expenses by proactively managing partial shipments, express freight requests, and applying minimum order values (franco)
• Coordinate direct-to-customer shipments directly from third-party suppliers

Qualifications and experience:

• This position requires experience of 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B)
• You have a technical background or experience
• You have solid SAP experience
• You have experience or understanding of Supply Chain
• You have excellent administrative skills and are attentive to details
• You have some technical knowledge (construction or plumbing industry experience is an advantage); some knowledge about international trade (import/export) would be an advantage
• You are at ease with phone communication (quote follow up, direct approach with prospects)
• You have an excellent command of English
• You have strong verbal and written communication skills, and you are a good team player
• You are a fast learner, a dynamic and agile multi-tasker and enjoy the challenges of a busy office environment

Reporting line and location:

This is an office-based role reporting to the Local Operations Manager.

Our offer:

Stable company: for over three decades, our company has stood the test of time, weathering economic shifts, technological revolutions, and industry changes. We are not just stable; we are a ship that has sailed through storms and emerged stronger. Be part of a team that values tradition, experience, and unwavering commitment.

Package: we offer competitive compensation that recognizes your expertise and dedication.

Great place to work: we are not just a big company; we are a close-knit community that spans continents. As you contribute to impactful projects, you will experience the best of both worlds: the resources and reach of a multinational structure combined with the warmth and support of a tight-knit family. Grow your career with us, collaborate across borders, and enjoy the advantages of a truly inclusive and nurturing environment.