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NORMA Group is an international market and technology leader in advanced and standardized joining and fluid-handling technology with a focus on Water Management, Industry Applications, and Mobility & New Energy. High customer satisfaction is the foundation of our continued success. As we continue to grow, we are seeking a dedicated and proactive Customer Service Representative to join our Water Management team in the EMEA region. 

Position: Customer Service Representative – EMEA Water Management

As a Customer Service Representative (CSR) in the EMEA Water Management business, you will be the primary point of contact for our internal and external customers. You will play a crucial role in ensuring customer satisfaction by providing timely assistance, resolving inquiries, and offering product expertise. As a CSR you will take personal and complete responsibility for every order to ensure that the customer requirements are met from time of initial order receipt until the product is delivered and the customer is satisfied. The ideal candidate will have excellent communication skills, a strong understanding of our product solutions, and a passion for delivering outstanding service.

About your position

• Serve as the main point of contact for internal and external (distributors, sales representatives) customer inquiries via phone, email, and live chat
• Provide exceptional customer service by promptly addressing customer needs, questions, and concerns – by taking ownership of the request and leading it through necessary channels to timely resolution
• Assist customers with product selection, technical support, troubleshooting and applications
• Process customer offers, orders, invoices, returns, and exchanges timely and accurately, while keeping customers in the loop about status quo
• Actively follow up on invoices and outstanding customer collections
• Collaborate with internal teams including sales, purchasing, production, supply chain and warehouse operations to resolve customer issues and ensure smooth order fulfillment
• Develop and meet key departmental metrics such as 24 hours or less response/follow up time on inquiries
• Maintain accurate records of customer interactions and transactions using our CRM system (Microsoft D365)
• Identify opportunities for upselling or cross-selling products and services to meet customer needs and increase revenue
• Participate in ongoing training and development programs to enhance product knowledge and customer service skills
• Uphold company policies and procedures while adhering to high standards of professionalism and integrity in all customer interactions
• Keep department manager informed of successes, key information and roadblocks
• On-site work in Barcelona office

About your expertise

Competencies & skills required

• Demonstrate exceptional interpersonal communication and relationship building skills
• Have the ability to work in a diverse, dynamic, and international team environment
• Exhibit skills for flexibility, prioritizing workload and quickly adapting and responding to the changing needs and priorities of all internal and external customers
• Demonstrated ability to perform data analysis, problem solve and make recommendations for resolution
• Solid aptitude for learning new tools, processes and techniques
• Exceptional verbal and written communication skills with the ability to effectively communicate technical information to non-technical audiences
• Strong organization skills

Qualifications

• Previous experience in customer service or sales support role, preferably in the irrigation, construction, building materials, plumbing or HVAC industries
• Knowledge of irrigation, drainage or similar products of the above industries
• Proficiency in using CRM software and Microsoft Office Suite (i.e. Word, Excel, Outlook and PowerPoint)
• High attention to detail and accuracy in order processing and data entry
• Ability to work independently as well as collaboratively within a team
• Strong problem-solving skills with a customer-centric approach
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction

Education

• Equivalent of high school diploma required
• Bachelor's degree in business administration, engineering, or a related field preferred.

• Irrigation or plumbing product design or installation knowledge a plus
• English language at professional level mandatory
• Spanish, French and other European languages will be a plus

Contact for this position: Elisabet Llord 

Fijaciones Norma, SAU
C/ Narcís Monturiol, 116-118
08902, Hospitalet de Llobregat - BCN (Spain)