Senior Customer Experience Specialist (French-Speaking)

About the role

NORIT, a global leader in activated carbon production, is looking for a Senior Customer Experience Specialist who speaks French. The role links NORIT with its external customers and internal stakeholders, delivering commercial support and customer service within a defined customer portfolio. It supports the sales process, manages accounts and fulfils and monitors orders from registration to delivery.

Key responsibilities

• Serve as the main point of contact for customer inquiries and issues, and handle end-to-end order processing with updates throughout the order lifecycle.
• Coordinate orders internally and with production sites to ensure smooth shipment and delivery.
• Maintain accurate customer master data, enter orders into the CRM and ERP systems, and act as secondary approver where needed.
• Analyse customer behaviour, complaints and feedback to propose service improvements, register complaints in the CRM and follow them up to resolution.
• Deliver reports and dashboards on order status and customer satisfaction.
• Work with Sales Managers on demand and revenue forecasting, and support tender coordination, RFQ reviews, requirement clarification, pricing and contract terms.
• Become a subject matter expert in one or more Customer Experience areas, and support the Team Lead in training and mentoring.
• Generate leads with potential customers and align follow-up with Sales Managers, involving the Applications team when appropriate.

Required profile

• Previous experience in Customer Experience or Service in a comparable GBS organisation or in transportation, logistics or production.
• Fluency in English and French; Dutch, German or Spanish is a bonus.
• University degree, ideally in Business Administration, Logistics or similar; current students can also apply.
• Ownership, reliability, excellent communication and problem-solving skills, and curiosity about commercial operations in a global manufacturing company.

Required skills

• Experience with CRM and ERP systems.
• Ability to understand NORIT's products and applications.

What we offer

• Monthly salary from 2,000 to 2,500 EUR gross, depending on qualifications and experience.
• Health and accident insurance from the first day of employment.
• Benefits package including variable allowances, extra days off for special life events, company events, educational support and eligibility for an annual bonus.
• Hybrid work with 2 days in the office, and the chance to partner with colleagues across NORIT locations.