Norit Activated Carbon

Customer Support

• Serve as the primary point of contact for customer inquiries and issues
• Handle end-to-end order processing, issue resolution, and customer updates
• Coordinate with internal departments and production sites to ensure smooth shipment and delivery logistics
• Maintain customer master data and enter orders into CRM and ERP systems; act as secondary approver where needed
• Lead or participate in cross-functional service-quality, efficiency, and customer-satisfaction improvement projects
• Analyze customer behavior, preferences, complaints, and feedback; identify trends and propose improvements
• Deliver reports and dashboards on order status and customer satisfaction
• Register customer feedback and complaints in CRM and follow through to resolution
• Work with Sales Managers on demand and revenue forecasting and management for assigned accounts
• Coordinate tenders and review RFQs, clarify requirements, provide pricing, and define contract terms
• Become an SME in one or more Customer Experience areas; support training and mentoring of less-experienced team members
• Build competence across several customer portfolios for effective backup
• Generate leads with potential customers and coordinate follow-up with Sales Managers and the Applications team
• Adhere to internal policies, safety standards, regulatory requirements, and ISO procedures

Senior Customer Experience Specialist, Spanish-speaking