Senior Customer Service Representative, Spain

Viking EMEA; Madrid; On-site; EUR 38,000 - 54,000; Full time

Job summary

Viking EMEA seeks a Senior Customer Service Representative in Spain to act as a crucial link between B2B customers, outside sales, and supply chain stakeholders. You will manage accounts, drive quote conversions, identify cross-selling opportunities, and oversee orders from quotation to final delivery.

You will build trusted relationships with EMEA accounts, input data into HubSpot, prepare quotations, and provide first-level technical product support, ensuring smooth order execution and

Qualifications

• 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B).
• Technical background or experience.
• SAP experience.
• Experience or understanding of Supply Chain.
• Excellent administrative skills and attention to detail.
• Knowledge of international trade is an advantage.
• Proficient in phone communications.
• Fluent in Spanish and English.
• Strong verbal and written communication and teamwork.
• Fast learner, dynamic multi-tasker in a busy office.

Responsibilities

• Act as a bridge between customer and key stakeholders to enhance customer experience.
• Build trust-based relationships with a designated portfolio of EMEA accounts.
• Create accurate commercial quotations, input data into HubSpot, and follow up systematically.
• Provide first-level technical product support and capture competitive intelligence for the sales team.
• Identify complex customer scenarios and drive process improvements to enhance service delivery.
• Occasional customer visits across Spain and Portugal.

Skills

3+ years experience

Commercial experience

Customer service

English and Spanish fluency

Phone communication

Attention to detail

Team player

Fast learner

Cross-functional collaboration

Tools

SAP

Job description

Due to continued growth and market development, we are searching for a Senior Customer Service Representative to become an active team member in Spain.

As a Senior Customer Service Representative at Viking EMEA, you will act as a vital commercial and operational link between our B2B customers, outside sales teams, and supply chain stakeholders. This role goes beyond reactive support; you will proactively manage accounts, drive quote conversion, identify cross-selling opportunities, and oversee order execution from initial quotation to final logistics delivery.

Furthermore, you will have the following duties:

The objectives of the role are:

• Commercial Growth: You will collaborate with outside sales to contribute to market share growth in smaller customer segments, drive cross-selling, and maximize margin performance
• Pipeline Optimization: You will proactively manage quote follow-ups within our CRM (HubSpot) to improve overall conversion rates and close open business
• Customer Experience Excellence: You will serve as a seamless, single-point interface to ensure doing business with Viking EMEA is smooth, efficient, and reliable
• End-to-End Ownership: You will oversee the customer journey from a technical inquiry and order booking to warehouse coordination and final invoicing

Core Responsibilities:

Act as a bridge between customer and key stakeholders to enhance customer experience

• Build trust-based relationships with a designated portfolio of EMEA accounts
• Create accurate commercial quotations, input data into HubSpot, and systematically execute follow-ups
• Provide first-level technical product support and capture competitive market intelligence to share with the broader sales team
• Identify complex customer scenarios and champion process improvements to enhance service delivery
• Conducting occasional customer visits across Spain and Portugal

Order Management & Commercial Governance

Perform a comprehensive sales order, fulfilling customer’s needs and delivering excellence

• Validate the technical and commercial accuracy of sales orders, monitoring margins and escalating pricing exceptions when required
• Ensure a rapid 1-working-day turnaround for quote and order processing, in line with export compliance procedures
• Actively manage the backlog by tracking delayed shipments, call-off orders, and account clearances with the Credit Department

Logistics & Supply Chain Coordination

Arrange the shipment to customers from the warehouse or supplier and issue the proforma invoice

• Execute daily order releases, verifying picking slips against final availability and pricing criteria
• Act as the primary liaison to your local operations manager for replenishment, purchasing, and warehouse teams, regarding lead times, product shortages, and scheduled pickups
• Control distribution expenses by proactively managing partial shipments, express freight requests, and applying minimum order values (franco)
• Coordinate direct-to-customer shipments directly from third-party suppliers

Qualifications and experience:

• This position requires experience of 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B)
• You have a technical background or experience
• You have solid SAP experience
• You have experience or understanding of Supply Chain
• You have excellent administrative skills and are attentive to details
• You have some technical knowledge (construction or plumbing industry experience is an advantage); some knowledge about international trade (import/export) would be an advantage
• You are at ease with phone communication (quote follow up, direct approach with prospects)
• You have an excellent command of Spanish and English
• You have strong verbal and written communication skills, and you are a good team player
• You are a fast learner, a dynamic and agile multi-tasker and enjoy the challenges of a busy office environment

Location / Traveling / Reporting line:

This is an office-based role reporting to the Customer Service Supervisor. This position requires occasional customer visits across Spain and Portugal not more than one week per quarter.

Our offer:

Stable company: for over three decades, our company has stood the test of time, weathering economic shifts, technological revolutions, and industry changes. We are not just stable; we are a ship that has sailed through storms and emerged stronger. Be part of a team that values tradition, experience, and unwavering commitment.

Package: we offer competitive compensation that recognizes your expertise and dedication.

Great place to work: we are not just a big company; we are a close-knit community that spans continents. As you contribute to impactful projects, you will experience the best of both worlds: the resources and reach of a multinational structure combined with the warmth and support of a tight-knit family. Grow your career with us, collaborate across borders, and enjoy the advantages of a truly inclusive and nurturing environment.