Customer Service Representative

Enerpac Tool Group; Alcobendas; Híbrido; EUR 28.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model

Career development

Comprehensive benefits

Global collaboration

Descripción de la vacante

Enerpac Tool Group in Alcobendas, Madrid is seeking a Customer Service Representative to support South East Europe customers. You will handle enquiries, quotations and orders from initial request through to completion, coordinating with Sales, the Central Order Desk, Operations and Finance to ensure a smooth, accurate customer journey.

This hybrid role requires fluency in Italian, Spanish and English to communicate effectively with customers and internal teams across the region.

Formación

• Fluency in Italian, Spanish and English is required.
• Experience in customer service, sales support or order management.
• Ability to work across different countries and cultures.
• Strong interpersonal and organizational skills.
• Proficiency with CRM/ERP systems; Salesforce is a plus.
• Proficient with Microsoft Office.

Responsabilidades

• Act as key contact for customers across South East Europe, responding to inquiries and providing ongoing support.
• Coordinate customer orders from initial enquiry through to completion.
• Prepare accurate quotations and proactively follow up on proposals.
• Work with the Central Order Desk, Sales and other teams to progress orders.
• Keep customers informed of order status, delivery times and updates.
• Maintain customer, opportunity and order data in Salesforce/ERP.
• Follow up on leads and coordinate with Sales to support opportunities.
• Review order reports and drive actions to progress orders.
• Respond to customer concerns following established procedures.
• Liaise with Finance on credit and account-related queries.
• Support inbound calls and inquiries with the broader Customer Service team.
• Assist the Supervisor with reporting and business information.
• Contribute to events and local commercial initiatives as required.

Conocimientos

Customer service

Order management

CRM/ERP

Cross-cultural communication

Microsoft Office

Herramientas

Salesforce

ERP systems

Microsoft Office

Descripción del empleo

TOOL GROUP – Who we are?

Enerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. Enerpac Tool Group’s businesses are global leaders in high pressure hydraulic tools, controlled force products, and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group common stock trades on the NYSE under the symbol EPAC.

Overview

ENERPAC

TOOL GROUP – Who we are?

Enerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. Enerpac Tool Group’s businesses are global leaders in high pressure hydraulic tools, controlled force products, and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group common stock trades on the NYSE under the symbol EPAC.

For further information on Enerpac Tool Group and its businesses, visit the Company's website at https://www.enerpactoolgroup.com/.

Summary – Basic Function Of The Role

The Customer Service Representative is a key point of contact for customers across South East Europe, providing responsive and professional support throughout the customer journey. Based in our Alcobendas, Madrid office, the role manages customer enquiries, quotations and orders from initial request through to completion. Working closely with Sales, the Central Order Desk, Operations, Finance and other internal teams, you will help ensure customers receive an efficient, accurate and positive experience.

This role operates on a hybrid working model, with Monday to Thursday onsite in Alcobendas and Friday working from home.

Fluency in Italian, Spanish and English is required to effectively support our customers and internal teams across the region.

Job Duties And Responsibilities

• Act as a key point of contact for customers across South East Europe, responding to enquiries and providing ongoing support.
• Manage and coordinate customer orders from initial enquiry through to completion.
• Prepare accurate and professional quotations and proactively follow up on outstanding proposals.
• Work closely with the Central Order Desk, Sales and other internal teams to ensure orders progress efficiently.
• Keep customers informed of order status, availability, delivery times and other relevant updates.
• Maintain accurate customer, opportunity and order information within Salesforce and other business systems.
• Follow up on company-generated leads and coordinate with the Sales team to support customer opportunities.
• Review order reports, identify outstanding actions and help keep orders progressing through the system.
• Respond to customer concerns and complaints professionally, following established procedures and coordinating appropriate solutions.
• Liaise with Finance regarding customer credit and account-related queries.
• Support incoming customer calls and enquiries in coordination with the wider Customer Service team.
• Support the Customer Service Supervisor with reporting, data and relevant business information.
• Contribute to customer activities, exhibitions, conferences and local commercial initiatives when required.
• Identify opportunities to improve processes, communication and the overall customer experience.
• Support other activities related to the day-to-day operation and continued development of the business.

Skills And Competencies

• Builds positive relationships and works to understand and respond to customer needs.
• Communicates clearly, professionally and confidently with customers and colleagues across different countries and cultures.
• Takes a proactive and practical approach to resolving customer enquiries and challenges.
• Manages multiple priorities, orders and customer requests while maintaining accuracy and meeting deadlines.
• Understands the importance of quotations, order management, customer relationships and commercial outcomes.
• Works effectively across Customer Service, Sales, Operations, Finance and other functions.
• Takes responsibility for customer requests and follows actions through to completion.
• Comfortable working with CRM, ERP and Microsoft Office tools in a customer-focused environment.

Education And Experience

• Previous experience in customer service, sales support, order management or a similar commercial role.
• Fluent Italian, Spanish and English, both written and spoken, is required.
• Experience working with customers across different countries or within an international business environment would be beneficial.
• Strong interpersonal skills with the ability to build effective relationships with both customers and internal stakeholders.
• Good organisational skills with the ability to manage multiple priorities and work to deadlines.
• Comfortable working independently while contributing effectively within a wider team.
• Good working knowledge of Microsoft Office, including Word, Excel and PowerPoint.
• Experience using a CRM or ERP system is beneficial; Salesforce experience would be an advantage.
• Experience within an industrial, engineering or technical environment would be beneficial but is not essential.
• A technical interest or willingness to learn about Enerpac's products and solutions would be welcomed.

Why join Enerpac?

• Competitive salary and performance-based incentive programme.
• Hybrid working model with the flexibility to work remotely on Fridays.
• Opportunities to collaborate with global teams and senior business leaders.
• Career development within a growing international organisation.
• Employee Resource Groups providing networking, development and leadership opportunities.
• Community outreach and volunteering initiatives embedded within our culture.
• Comprehensive benefits package.

Diversity Statement

We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.

We will ensure your application is fairly considered and if hired, you will have an equitable opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. Enerpac Tool Group will provide reasonable accommodations within the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, reach out to our Talent Acquisition Team for additional information. If you’re looking for a unique, exciting career with variety and potential for growth, Enerpac Tool Group offers challenges & extraordinary rewards for people on a global scale.