Customer Care Specialist

De Nora; Tamworth; On-site; GBP 35,000 - 52,000; Full time

Job summary

De Nora is seeking an experienced Customer Care professional to lead service operations for the UK market, managing the full lifecycle from quotation to installation and beyond. You will own customer relationships, drive repeat business and upselling, and ensure accurate data across SAP and Salesforce to support revenue growth.

The role requires 5+ years in customer service or inside sales within an industrial environment, with proficiency in SAP, Salesforce and MS Office.

Qualifications

• 5+ years in customer service or related roles.
• Experience in order and service management in industrial environments.
• Experience in water treatment or related industries preferred.
• Proficient in SAP, Salesforce and MS Office.
• Ability to work under pressure and meet deadlines.
• Strong verbal and written communication.
• Detail-oriented with cross-functional collaboration.
• Continuous learner and goal oriented.

Responsibilities

• Provide service quotations and follow up to obtain orders.
• Promote aftermarket sales and route the required technical support.
• Organise and process incoming customer orders for parts and service visits.
• Coordinate scheduling for service engineers and contracts renewal/upselling.
• Input data into SAP and Salesforce; maintain records.
• Manage stock and ensure timely dispatches and invoicing.
• Cash collection, reporting and status updates to finance.

Skills

Customer service

Order management

Upselling

Communication

Cross-functional teamwork

Tools

SAP

Salesforce

MS Office

Job description

De Nora is an Italian multinational company and a global leader in electrochemical technologies. Since 1923, we've been developing advanced solutions for industrial processes, water treatment, and the energy transition, including green hydrogen, transforming scientific innovation into real-world, scalable impact. We value learning, innovation, and professional growth, offering our professionals the opportunity to work on meaningful, high-tech projects with global relevance. As an Equal Opportunity Employer, we foster a diverse and inclusive workplace, guided by sustainability, collaboration, and respect, where different backgrounds, skills, and perspectives are valued.

About the role

We're seeking an experienced Customer Care professional to lead our service operations across our UK market — managing the full lifecycle of customer orders, technical support delivery, and aftermarket sales for complex industrial equipment.

In this mid-to-senior position, you'll be the operational backbone connecting our customers, engineering teams, and finance — ensuring every project runs smoothly from quotation through installation and beyond. You'll own customer relationships, drive repeat business and upselling, maintain critical data accuracy across SAP and Salesforce, and own KPIs that directly impact customer satisfaction and revenue.

Main Tasks and Responsibilities

The key duties of the role are:

• Providing service quotations and follow up to obtain orders.
• Promotion of Aftermarket Sales, timely quotations and routing the required technical support
• Organisation, Prioritisation, and processing of Incoming customer Orders for parts & service visits whilst combining scheduling for service engineers.
• Follow up calls and re-new/replacement of contracts, obtaining repeat orders and upselling.
• Inputting of data into SAP.
• Data input and administration of Salesforce CRM system
• Process and distribution of stock and progress chasing service purchase requisitions to meet required deadlines
• Maintaining records, filing and efficient methods of information retrieval.
• Internal liaison with colleagues to ensure timely ordering & fulfilment of stock / required parts are met.
• Regular processing of despatches paperwork through to finance dept. for Invoicing.
• Cash collection, reporting and chasing retrieval.
• Management and maintenance of all customer filing systems.
• Processing of Repair quotes & sub-contractor liaison
• Typing of letters, reports, and correspondence.
• Other general administration duties as required; (switchboard, meeting/training organisation)
• Monitors cost variances standard costs against Customer Frameworks
• Scheduling of equipment deliveries to meet customer delivery time requests
• Ensure customer satisfaction & company KPI's are met

Experience & skills required:

• 5+ years in customer service, inside sales or job-related positions
• Proven track record of order and service management in the industrial environment (experience in the water treatment business strongly preferred)
• Proficient use of SAP, Salesforce & MS office
• Able to perform effectively in high-pressure environments and meet challenging deadlines
• Strong verbal and written communications
• Strong attention to detail and ability to work with cross functional teams
• Continuous learner
• Confident, assertive and goal oriented

Place of work: Tamworth, Birmingham, UK

Our selection process is designed to foster mutual understanding between the candidate and De Nora. It typically includes technical interviews, a personality assessment, and in-depth discussions with the Hiring Manager and HR, promoting a dialogue that supports alignment on expectations, role scope, and values, and enables an informed decision for both parties.

To learn more about the different steps and how to best prepare, please read the dedicated article on our Open Blog: Job interview at De Nora.

About Us

• Our three business segments: Solutions | De Nora
• Our People: OPEN by De Nora | Surprising paths