Customer Facing & Order Management Representative

Essity AB; Madrid; Hybrid; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work environment

Professional development opportunities

Global organization

Job summary

Essity AB seeks a Customer Facing & Order Management Representative for the South Central region. You will be the primary contact for customers, coordinating with Sales, Marketing, and internal teams to ensure a seamless experience.

The role involves managing customer interactions, resolving queries, and ensuring accurate order management in a hybrid setup across Zeist, Mannheim, or Madrid. Fluency in French and English is required for daily use in an international environment.

Qualifications

• Experience in customer service, order management, or related fields.
• Proven ability to handle inquiries and resolve issues professionally.
• Fluency in French and English, written and spoken.
• Familiarity with CRM tools and customer-facing software.
• Strong communication and stakeholder management skills.

Responsibilities

• Serve as primary contact for customers and internal teams.
• Manage order-related activities and ensure timely processing.
• Maintain strong relationships with customers and stakeholders.
• Collaborate with Sales and Marketing for visibility of interactions.
• Support continuous improvement of service and order-to-billing processes.

Skills

Customer service

Order management

CRM systems

Stakeholder mgmt

Communication

Job description

Customer Facing & Order Management Representative

Customer Facing & Order Management Representative South Central

At Essity, we are looking for a Customer Facing & Order Management Representative to join our South Central team. In this customer-focused role, you will be the primary point of contact for customers and work closely with Sales, Marketing, and internal specialist teams to ensure a seamless customer experience.

About the Role

You will play a key role in managing customer interactions, resolving queries, coordinating order-related activities, and building strong relationships with both customers and internal stakeholders. By combining excellent service with effective order management, you will help deliver an outstanding customer experience while supporting our business objectives across the South Central region.

This position can be based in Zeist (Netherlands), Mannheim (Germany), or Madrid (Spain) and follows a hybrid working model. For this role it’s important that you are fluent in French and English, both written and verbal, and are comfortable using both languages daily in a customer-facing international environment.

What You Will Do

Act as the main point of contact for customers as well as Sales and Marketing teams, ensuring timely and effective support.

Deliver an excellent customer experience by resolving customer requests and queries as quickly and efficiently as possible.

Manage customer interactions with a strong focus on first-call resolution and proactive communication.

Build and maintain strong relationships with customers and internal stakeholders.

Collaborate closely with Sales representatives to provide full visibility of customer interactions and support customer needs.

Work with service specialists to resolve complex customer issues requiring deeper expertise or investigation.

Proactively manage exception-based tasks through the C4 platform to enhance customer satisfaction.

Ensure accurate and efficient order management in line with established processes and service standards.

Leverage your understanding of end-to-end customer and order management processes to drive excellent service delivery.

Contribute to continuous improvement initiatives aimed at optimizing customer service and order-to-billing processes.

Who You Are

You are a customer-oriented professional who enjoys building relationships, solving problems, and working in a dynamic international environment. You are organized, proactive, and able to collaborate effectively across departments to deliver the best possible customer experience.

Additionally, you bring:

Experience in customer service, order management, customer support, or a related field.

Experience handling customer inquiries, requests, and complaints in a professional and solution-oriented manner.

Fluency in French and English, both written and spoken.

Familiarity with CRM systems and customer interaction tools.

Strong communication and stakeholder management skills.

Excellent organizational and time management abilities.

A collaborative mindset and the ability to work effectively within cross-functional teams.

Strong problem-solving and conflict-resolution skills.

A continuous improvement mindset and willingness to challenge existing ways of working.

Good English language skills, both written and verbal.

What We Can Offer You

Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment.
At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. We offer a hybrid working environment, opportunities for professional development, and the chance to be part of a global organization committed to making a meaningful difference in people's lives.

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