Customer Service & Success Representative (m/f/d)

About the role:

As a Customer Service & Success Representative, you will play a key role in delivering a seamless and reliable customer experience throughout the customer journey. You will manage core service activities, including order processing, invoicing, returns and complaint coordination, whilst proactively supporting customer engagement, collaborating across functions and identifying opportunities to continuously improve the overall customer experience.

Key Responsibilities:

• Act as a key point of contact for customers, providing responsive and accurate support on products, availability, pricing, quotations, lead times and documentation.

• Deliver a seamless end-to-end customer experience, coordinating orders from initial request through to delivery and ensuring customer requirements and agreed commitments are met.

• Take ownership of customer issues, returns and complaints, coordinating with internal teams to drive timely resolution and keep customers informed throughout the process.

• Provide proactive support to customers, including onboarding, sample coordination, forecasting, stock updates and other activities that help customers plan effectively and do business with us more easily.

• Support customer engagement and business opportunities by following up quotations and qualified leads, understanding customer needs and connecting opportunities with Sales and Account Management.

• Act as the link between customers and internal teams, working closely with Sales, Supply Chain, Quality, Technical, Finance and other functions to remove barriers and improve the overall customer experience.

• Bring the Voice of the Customer into the organisation, using customer feedback, service data and day-to-day interactions to identify recurring pain points and contribute to continuous improvements in how we serve our customers.

About You:

To be successful in this role, you will have:

• Completed commercial apprenticeship or a comparable qualification, ideally combined with experience in Customer Service, Customer Support, Sales Support or Account Management.

• Experience in a customer-facing B2B environment, with the ability to understand customer requirements and deliver a professional and solutions-oriented service.

• Strong communication and relationship-building skills, with the confidence to engage effectively with customers and internal stakeholders across different functions.

• Ability to manage multiple customer requirements and priorities, taking ownership of issues and coordinating solutions through to completion.

• Commercial awareness and a proactive mindset, with the ability to identify customer needs, support opportunities and balance customer expectations with business requirements.

• Strong collaboration and influencing skills, enabling you to bring together different functions and drive positive customer outcomes without direct authority.

• Fluent English and German,combined with confidence using ERP/CRM systems, customer data and insights to support effective decision-making and continuous improvement
  

What we offer:

• A varied and customer-focused role with the opportunity to take ownership, make an impact and actively contribute to an excellent customer experience.

• A collaborative and international working environment, where you will work closely with colleagues across Sales, Supply Chain, Finance, Technical and other functions.

• Opportunities to learn and develop, building your commercial, customer service and cross-functional capabilities within an international business.

• The opportunity to shape how we work, contributing your ideas to continuous improvement, digitalisation and smarter ways of serving our customers.

NO RECRUITMENT AGENCIES PLEASE.

At present, we are not accepting any candidates via a recruitment agency or third party.

About Victrex

Victrex is an innovative world leader in high-performance PEEK (Poly Ether Ether Ketone) and PAEK (Poly Aryl Ether Ketone) polymer solutions focusing on the strategic markets of automotive, aerospace, energy and industrial, electronics and medical. Every day, millions of people use products and applications containing our materials – from smartphones, aeroplanes and cars to energy operations and medical devices.

With over 40 years‘ experience, we are developing world leading solutions with PEEK and PAEK-based polymers and selected semi-finished and finished parts which enable environmental and societal benefit for our customers and our markets and drive value for our shareholders

Vision and culture

At Victrex, we have a clear purpose: to deliver transformational and sustainable solutions that address global material challenges.

Our core values of passion, innovation, and performance are at the heart of everything we do. We are a company that thrives on human-centred leadership, valuing curiosity, adaptability, and collaboration in a fast-paced, digitally enabled world. We believe in empowering individuals, rather than seeing barriers to progress.

We are looking for individuals who are comfortable working in an environment that values digital and AI-driven solutions, who see technology as an enabler rather than a challenge. At Victrex, we foster a culture of continuous learning, agility, and adaptability, where employees are encouraged to embrace new ways of working, leverage data-driven insights, and drive meaningful change.

As we continue to evolve, we need people who are not just contributors but change accelerators … individuals who champion innovation, and drive transformation with a growth mindset. Whether through digitalisation, process improvement, or human-centred leadership, our employees play a crucial role in shaping the future of our business.

Our leadership approach is built on empowerment, inclusion, and collaboration. We value people who lead with empathy and authenticity, fostering a workplace where diverse perspectives and ideas can thrive. We work hard to ensure that our teams are engaged, motivated, and equipped to navigate an ever-changing landscape.

Sustainability is core to our strategy. We are committed to reducing our environmental footprint while supporting society through our sustainable products and making a positive impact on our local communities. We are proud to be recognised as a ‘Disability Confident’ employer and to be voted as one of the best places to work by ‘The Sunday Times’ in 2024!

Our aim is to provide the support of accessibility and community within Victrex for everyone. So, if you need any help, advice or just want a confidential chat regarding any Diversity, Equity or Inclusion matters even before you apply to Victrex, then here is what you need to know:

The enabling support that Victrex prides itself on giving, starts from when anyone applies or wants to apply to join our team.

We are always here to help provide any ‘reasonable adjustments’ you may need during your application process. So please contact us to discuss your specific requirements in more depth.

We even have a dedicated email that anyone can use to reach out for help, advice, and a confidential chat......whatever you need to know, and to help ensure an equitable solution, that’s right for you, right from the start!

That email is: enablerecruitment@victrex.com

Victrex values diversity and encourages applications from all sections of the community.