Customer Service Representative

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 environmen