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Senior Customer Experience Specialist, French-Speaking
Norit Activated Carbon. Serve as the primary point of contact for customer inquiries and issues .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience management, with a strong focus on order processing, issue resolution, and customer satisfaction. Proficient in CRM and ERP systems, with the ability to analyze customer behavior and drive service improvements.
Highest-signal resume keywords
Customer Experience ManagementCRM Systems ProficiencyERP Systems ProficiencyBilingual: English and FrenchOrder Processing and Issue Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ProcessingData AnalysisService ImprovementDemand ForecastingContract Management
Soft Skills
Excellent CommunicationProblem-SolvingCustomer-First MindsetStrong Sense of OwnershipMentoring and Training
Industry Keywords
LogisticsTransportationProductionISO ProceduresGlobal Manufacturing
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Serve as the primary point of contact for customer inquiries and issues
- Handle end-to-end order processing, issue resolution, and customer updates throughout the order lifecycle
- 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 improvement projects focused on service quality, efficiency, and customer satisfaction
- Analyze customer behavior, preferences, complaints, and feedback; 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
- Work with Sales Managers on demand and revenue forecasting and management for assigned accounts
- Support tenders and review RFQs, clarify requirements, provide pricing, and define contract terms with internal stakeholders
- 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 to provide effective backup
- Generate leads with potential customers and coordinate follow-up actions with Sales Managers and the Applications team
- Adhere to internal policies, safety standards, regulatory requirements, and ISO procedures
Requirements
What you’ll need- Previous experience in Customer Experience or Service in comparable GBS organization or companies in transportation, logistics or production segments
- Fluency in English and French 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
Comp & perks- 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