Customer Experience Specialist

NORIT has a rich history of over 100 years in innovating and developing activated carbon solutions for a wide range of applications including pharmaceuticals, cosmetics, food, biogas, chemicals, water, automotive and others. We are dedicated to providing cleaner and safer production environments for companies, municipalities, and end-users worldwide. With production facilities in the Netherlands, Italy, UK, USA and GBS in Riga, NORIT is a leading global supplier of activated carbon solutions. 

The Customer Care Specialist acts as a key communication link between NORIT external customers and the company and provides several customer-related services to selection of customers.

In this role, you will be accountable for ensuring that customers receive timely and qualitative support and that issues are resolved or escalated appropriately to maximize positive customer experience and maintain positive organizational reputation in the marketplace. Your responsibilities include, but are not limited to:

• Work with customer accounts: answer customer calls/emails, manage orders from receipt to delivery, negotiate revised shipping dates when necessary,
• Coordinate shipment of NORIT products to the customer, including managing changes in shipment dates, product selection and quantities,
• Maintain master data information in ERP and CRM systems, enter orders, process requests,
• 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,
• Work with internal teams that are involved with product sales, planning, manufacturing, and logistics,
• Adhere to NORIT policies and procedures including safety, internal control, regulations, and ISO Standards.

Requirements

• Customer service orientation, ideally 1+ years of experience is sales or customer services required. Preferably within the manufacturing environment,
• University degree preferred, may be current student,
• English language – proficient. Knowledge of other languages, e.g. Spanish would be considered an advantage,
• Focused on accuracy and attention to details,
• Strong communication and listening skills,
• Problem-solving drive.

Benefits

• Supportive work environment and experienced colleagues in North American and European regions,
• On-the-job training to get you up to speed with our internal systems and processes,
• Remote work setup (may transition to hybrid mode in the future),
• Competitive compensation and benefits package to the local market and industry.