Viking EMEA
Senior Customer Service Representative, UK
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Senior Customer Service Representative
Due to continued growth and market development, we are searching for a Senior Customer Service Representative to become an active team member in UK.
About the Role
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.
Objectives of the Role
- Commercial Growth: Collaborate with outside sales to contribute to market share growth in smaller customer segments, drive cross-selling, and maximize margin performance
- Pipeline Optimization: Proactively manage quote follow-ups within our CRM (HubSpot) to improve overall conversion rates and close open business
- Customer Experience Excellence: Serve as a seamless, single-point interface to ensure doing business with Viking EMEA is smooth, efficient, and reliable
- End-to-End Ownership: Oversee the customer journey from a technical inquiry and order booking to warehouse coordination and final invoicing
Core Responsibilities
Account Management & Sales Support
- 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
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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
- Experience of 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B)
- Technical background or experience
- Solid SAP experience
- Experience or understanding of Supply Chain
- Excellent administrative skills and attention to details
- Technical knowledge (construction or plumbing industry experience is an advantage); some knowledge about international trade (import/export) would be an advantage
- At ease with phone communication (quote follow up, direct approach with prospects)
- Excellent command of English
- Strong verbal and written communication skills, and a good team player
- Fast learner, dynamic and agile multi-tasker and enjoy the challenges of a busy office environment
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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.
Apply now and become part of our extraordinary journey!
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