Commercial Customer Experience Specialist (Spanish-speaking)

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The Customer Experience Specialist serves as a critical link between NORIT and its external customers. This role is responsible for delivering high-quality commercial support and customer service within a designated geographical area. As a key player in the commercial team, the specialist actively generates leads, supports the sales process, manages accounts, and ensures a seamless and positive customer experience from initial contact through to post-delivery support. 

• Serve as the primary point of contact for all customer inquiries and issues, ensuring responsive, high-quality service, 

• Actively reach out to potential customers to generate leads and align follow-up actions with Sales Managers, 

• Take ownership of revenue forecasting and management for assigned customer accounts, 

• Manage and coordinate tender and RFQ processes from initial lead through to quotation, ensuring procedural compliance, 

• Support the sales team by reviewing RFPs, clarifying requirements, providing pricing, and defining contract terms in collaboration with internal stakeholders, 

• Handle end-to-end order processing, including issue resolution and customer updates throughout the order lifecycle, 

• Maintain accurate customer master data and enter orders into the ERP system, 

• Process sample requests and administer sales activities in the CRM system; act as secondary approver where needed, 

• Coordinate with internal departments and production sites to ensure smooth shipment and delivery logistics, 

• Analyze customer behavior, preferences, and feedback to identify trends and propose service improvements, 

• Deliver reports and dashboards on order status, customer satisfaction, and market trends, 

• Support demand forecasting efforts and contribute to long-term commercial planning, 

• Identify and pursue new business opportunities by aligning customer needs with NORIT’s technical capabilities, 

• Collaborate closely with the Application team to provide relevant product insights and application support, 

• Lead or participate in cross-functional improvement projects aimed at enhancing service quality, efficiency, and customer satisfaction, 

• Train and mentor less-experienced team members and organize periodic training/refresher sessions, 

• Ensure ongoing coverage of all Customer Experience activities and maintain continuity of service, 

• Adhere to all internal policies, safety standards, regulatory requirements, and ISO procedures.