Customer Experience Specialist (French-Speaking)

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

Join us as a Senior Customer Experience and Sales Support Specialist with French language skills in Riga. You will be the primary communication link between NORIT and the company's external customers, delivering a range of customer-related services. Your main responsibility is to ensure that customers receive prompt and high-quality support, addressing and resolving issues efficiently or escalating them when necessary. This role is crucial in enhancing customer satisfaction and maintaining NORIT's positive reputation in the market.

Your key responsibilities will be:

• As a first point of contact for customers, resolve service-related issues and complaints of varied complexity by working with other stakeholders internally or externally,
• Proactively contact customers and distributors when expected orders are not in or a product is available in stock and loading can be advanced,
• Deliver customer requests by processing, monitoring and resolving issues with customer orders from receipt to delivery,
• 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,
• Interact with other departments and production sites to ensure shipments are handled as requested,
• Collaborate with and provide customer insights to Sales Managers that are responsible for the respective geographic area or customer accounts of the tender/RFQ,
• Maintain Customer master data and process orders in the ERP and CRM systems, work on sample requests according to procedures. Work with demand forecast files to improve the accuracy of forecasting,
• Be an active member of a team, backup colleagues when needed, provide guidance to more junior members of the team,
• Adhere to NORIT policies and procedures including safety, internal control, regulations, and ISO Standards.

Requirements

• Customer service orientation, 2+ years of experience in sales or customer service is required, with experience working with external customers or distributors and handling orders and complaints.
• Required combination of fluent French and proficient English.
• Proficiency with Microsoft Outlook, experience working within ISO-driven procedures, and experience with forecasting workflows are required.
• Experience coordinating with production sites or Sales Managers is required; eligibility to work in Latvia is also required.
• Prior experience in chemicals, industrial products, manufacturing, logistics, or broader B2B manufacturing environments is preferred, and familiarity with Incoterms and logistics-related processes in a customer service or sales support context is a plus.
• University-level education preferred; current university students are also welcome to apply.
• Experience with JD Edwards is a plus.

Benefits

We offer competitive total rewards structure:

• Monthly salary from 1800-2000 euro gross, based on the candidates 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,
• 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.