Descripción de la oferta
Due to continued growth and market development, we are searching for a Senior Customer Service Representative to become an active team member in Spain.As a Senior Customer Service Representative at Viking EMEA, you will act as a vital commercial and operational link between our B2B customers, outside sales teams, and supply chain stakeholders. This role goes beyond reactive support;you will proactively manage accounts, drive quote conversion, identify cross-selling opportunities, and oversee order execution from initial quotation to final logistics delivery.Furthermore, you will have the following duties:The objectives of the role are:Commercial Growth: You will collaborate with outside sales to contribute to market share growth in smaller customer segments, drive cross-selling, and maximize margin performancePipeline Optimization: You will proactively manage quote follow-ups within our CRM (HubSpot) to improve overall conversion rates and close open businessCustomer Experience Excellence: You will serve as a seamless, single-point interface to ensure doing business with Viking EMEA is smooth, efficient, and reliableEnd-to-End Ownership: You will oversee the customer journey from a technical inquiry and order booking to warehouse coordination and final invoicingCore Responsibilities:Account Management & Sales SupportAct as a bridge between customer and key stakeholders to enhance customer experienceBuild trust-based relationships with a designated portfolio of EMEA accountsCreate accurate commercial quotations, input data into HubSpot, and systematically execute follow-upsProvide first-level technical product support and capture competitive market intelligence to share with the broader sales teamIdentify complex customer scenarios and champion process improvements to enhance service deliveryConducting occasional customer visits across Spain and PortugalOrder Management & Commercial GovernancePerform a comprehensive sales order, fulfilling customer's needs and delivering excellenceValidate the technical and commercial accuracy of sales orders, monitoring margins and escalating pricing exceptions when requiredEnsure a rapid 1-working-day turnaround for quote and order processing, in line with export compliance proceduresActively manage the backlog by tracking delayed shipments, call-off orders, and account clearances with the Credit DepartmentLogistics & Supply Chain CoordinationArrange the shipment to customers from the warehouse or supplier and issue the proforma invoiceExecute daily order releases, verifying picking slips against final availability and pricing criteriaAct as the primary liaison to your local operations manager for replenishment, purchasing, and warehouse teams, regarding lead times, product shortages, and scheduled pickupsControl distribution expenses by proactively managing partial shipments, express freight requests, and applying minimum order values (franco)Coordinate direct-to-customer shipments directly from third-party suppliersQualifications and experience:This position requires experience of 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B)You have a technical background or experienceYou have solid SAP experienceYou have experience or understanding of Supply ChainYou have excellent administrative skills and are attentive to detailsYou have some technical knowledge (construction or plumbing industry experience is an advantage);some knowledge about international trade (import/export) would be an advantageYou are at ease with phone communication (quote follow up, direct approach with prospects)You have an excellent command of Spanish and EnglishYou have strong verbal and written communication skills, and you are a good team playerYou are a fast learner, a dynamic and agile multi-tasker and enjoy the challenges of a busy office environmentLocation / Traveling / Reporting line:This is an office-based role reporting to the Customer Service Supervisor. This position requires occasional customer visits across Spain and Portugal not more than one week per quarter.Our offer:Stable company: for over three decades, our company has stood the test of time, weathering economic shifts, technological revolutions, and industry changes. We are not just stable;we are a ship that has sailed through storms and emerged stronger. Be part of a team that values tradition, experience, and unwavering commitment.Package: we offer competitive compensation that recognizes your expertise and dedication.Great place to work: we are not just a big company;we are a close-knit community that spans continents. As you contribute to impactful projects, you will experience the best of both worlds: the resources and reach of a multinational structure combined with the warmth and support of a tight-knit family. Grow your career with us, collaborate across borders, and enjoy the advantages of a truly inclusive and nurturing environment. Apply now and become part of our extraordinary journey!
