Senior Customer Experience and Sales Support Specialist; Spanish-speaking

Customer Experience And Sales Support Specialist

Activate your potential – join NORIT, the world leader in activated carbon production!

Join us as a Customer Experience and Sales Support Specialist with Spanish language skills in Riga. You will be the primary communication link between NORIT and the company's external customers, delivering a range of customer-related services. Your main responsibility is to ensure that customers receive prompt and high-quality support, addressing and resolving issues efficiently or escalating them when necessary. This role is crucial in enhancing customer satisfaction and maintaining NORIT's positive reputation in the market.

Your key responsibilities will be:

• As a first point of contact for customers, resolve service-related issues and complaints of varied complexity by working with other stakeholders internally or externally,
• Proactively contact customers and distributors when expected orders are not in or a product is available in stock and loading can be advanced,
• Deliver customer requests by processing, monitoring and resolving issues with customer orders from receipt to delivery,
• Ensure smooth customer experience by professional customer handling, feedback gathering, problem solving and analyzing customer behavior to be able to offer better solutions to their needs,
• Interact with other departments and production sites to ensure shipments are handled as requested,
• Collaborate with and provide customer insights to Sales Managers that are responsible for the respective geographic area or customer accounts of the tender/RFQ,
• Maintain Customer master data and process orders in the ERP and CRM systems, work on sample requests according to procedures. Work with demand forecast files to improve the accuracy of forecasting,
• Be an active member of a team, backup colleagues when needed, provide guidance to more junior members of the team,
• Adhere to NORIT policies and procedures including safety, internal control, regulations, and ISO Standards.