Job Description

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

The Senior Customer Experience Specialist serves as a critical link between NORIT, its external customers and internal stakeholders. This role is responsible for delivering high-quality commercial support and customer service within a designated customer portfolio. As a key player in the commercial team, the Senior Customer Experience Specialist supports the sales process, manages accounts, fulfills and monitors customer orders from registration to delivery, and ensures a seamless and positive customer experience from initial contact through to post-delivery support.

Your key responsibilities will be:

• Serve as the primary point of contact for all customer inquiries and issues, ensuring responsive, high-quality service,
• Handle end-to-end order processing, including issue resolution and customer updates throughout the order lifecycle,
• Proactively handle orders with internal departments and production sites to ensure smooth shipment and delivery logistics,
• Maintain accurate customer master data and enter orders into the CRM and ERP systems, act as secondary approver where needed,
• Lead or participate in cross-functional improvement projects aimed at enhancing service quality, efficiency, and customer satisfaction,
• Analyze customer behavior, preferences, complaints and feedback to identify trends and propose service improvements. Deliver reports and dashboards on order status and customer satisfaction. Register customer feedback and complaints in CRM and follow through until resolution.
• Works closely with Sales Managers on demand and revenue forecasting and management for assigned customer accounts,
• Support commercial team with coordination of tenders and reviewing RFQs, clarifying requirements, providing pricing, and defining contract terms in collaboration with internal stakeholders,
• Become SME in one or more critical areas in Customer Experience. Can support Team Lead in training and mentoring less-experienced team members and organize periodic training/refresher sessions,
• Build competence and knowledge to work across several customer portfolios for effective backup.
• Work with potential customers to generate leads and align follow-up actions with Sales Managers and involve Applications team when appropriate.
• Adhere to all internal policies, safety standards, regulatory requirements, and ISO procedures.

Requirements

• Previous experience in Customer Experience or Service in comparable GBS organization or companies in transportation, logistics or production segments;
• Fluency in English and Spanish language;
• Previous experience with CRM and ERP systems.
• University Degree: ideally in Business Administration, Logistics or similar. Can also be a current student;
• Strong sense of ownership and reliable end-to-end handling of customer orders,
• Excellent communication and problem-solving skills with a customer-first mindset,
• Technically curious, with the ability to understand NORIT's product capabilities and applications,
• Desire to apply past experience in forming standard operating procedures and becoming SME in one or more Customer Experience areas.
• Curiosity and desire to advance knowledge about commercial operations in a global manufacturing company.

Benefits

We offer competitive total rewards structure:

• Monthly salary from 2000 - 2500 EUR gross, depending on obtained qualifications and experience,
• Health and accident insurance starting from first employment day,
• Generous Benefits structure, including variable allowances, extra days off for special life events, company-organized events, educational support and more,
• Eligibility to annual bonus scheme,
• Hybrid work environment with 2 days in the office required,
• Entrepreneurial environment where you will be able to shape SOPs,
• Opportunity to expand your cross-cultural working experience by partnering with colleagues across all NORIT locations.

NORIT Activated Carbon is one of the global leaders and produces various qualities of activated carbon in its powder and granular form. Our mission - to be the customer’s #1 choice for added value activated carbon solutions in energy, environmental, water, food, chemical, pharma, automotive, and other industrial markets. We supply a broad portfolio of materials, know-how and technical expertise, complementary services and technologies.

We have established our global presence with manufacturing plants in the Netherlands, United Kingdom, Italy and United States and as well a Global Business Service center in Riga.