Senior Customer Service Representative, Spain

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

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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:

Account Management & Sales Support

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 (imp