Commercial Customer Experience Specialist

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

The Commercial Customer Experience Specialist serves as a critical link between NORIT and its external customers. This role is responsible for delivering high-quality commercial support and customer service within a designated geographical area. As a key player in the commercial team, the specialist actively generates leads, supports the sales process, manages accounts, and ensures a seamless and positive customer experience from initial contact through to post-delivery support. 
Your key responsibilities will be: 

• Serve as the primary point of contact for all customer inquiries and issues, ensuring responsive, high-quality service, 

• Actively reach out to potential customers to generate leads and align follow-up actions with Sales Managers, 

• Take ownership of revenue forecasting and management for assigned customer accounts, 

• Manage and coordinate tender and RFQ processes from initial lead through to quotation, ensuring procedural compliance, 

• Support the sales team by reviewing RFPs, clarifying requirements, providing pricing, and defining contract terms in collaboration with internal stakeholders, 

• Handle end-to-end order processing, including issue resolution and customer updates throughout the order lifecycle, 

• Maintain accurate customer master data and enter orders into the ERP system, 

• Process sample requests and administer sales activities in the CRM system; act as secondary approver where needed, 

• Coordinate with internal departments and production sites to ensure smooth shipment and delivery logistics, 

• Analyze customer behavior, preferences, and feedback to identify trends and propose service improvements, 

• Deliver reports and dashboards on order status, customer satisfaction, and market trends, 

• Support demand forecasting efforts and contribute to long-term commercial planning, 

• Identify and pursue new business opportunities by aligning customer needs with NORIT’s technical capabilities, 

• Collaborate closely with the Application team to provide relevant product insights and application support, 

• Lead or participate in cross-functional improvement projects aimed at enhancing service quality, efficiency, and customer satisfaction, 

• Train and mentor less-experienced team members and organize periodic training/refresher sessions, 

• Ensure ongoing coverage of all Customer Experience activities and maintain continuity of service, 

• Adhere to all internal policies, safety standards, regulatory requirements, and ISO procedures. 

• Higher education degree (Bachelor’s or equivalent) in Business Administration, Logistics or similar,  

• Minimum of 3 years of experience in sales, commercial operations, or customer service, 
• Strong understanding of the full commercial process from order to payment, 
• Excellent communication and problem-solving skills with a customer-first mindset, 
• Fluent in English and at least one additional language: German, Italian, French, Dutch, or Spanish, 
• Technically curious, with the ability to understand NORIT's product capabilities and applications, 
• Solution-driven approach with the ability to identify win-win outcomes that strengthen long-term relationships, 
• Accountable, organized, and results-oriented, with a proactive approach to challenges and continuous improvement, 
• Proficient in using CRM and ERP systems. 

• Reimbursement in line with market compensation,

• Individual incentive plan, 

• 23 vacation days per year, and 14 additional days,   

• Holiday allowance of 8%, 

• An annual contract with the intention of permanent employment, 

• A dynamic working environment within an international organization, 

• An open culture in which colleagues help and support each other, 

• A flat organization with short lines where ownership and initiative are valued. 

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.