Customer Facing & Order Management Representative… at Essity · Madrid

Customer Facing & Order Management Representative Iberia Location: Madrid, Spain About the Role Be the voice of the customer. Drive exceptional experience Are you passionate about delivering outstanding customer experiences and solving problems with speed and precision? We’re looking for a Customer Facing & Order Management Representative to be the key point of contact for our customers and a trusted partner for Sales & Marketing teams. You will report to the Customer Facing & Order Management Team Leader. You will join Essity’s Professional Hygiene division, a global leader in sustainable hygiene solutions through the Tork brand, supporting businesses and institutions in improving hygiene standards, efficiency, and sustainability across a wide range of industries. Hybrid working model. What you will do Act as the primary point of contact for customers, managing queries, requests, and issues with a strong focus on first contact resolution Build and maintain strong customer relationships, delivering an excellent and tailored customer experience based on customer needs and segmentation Leverage a 360° view of customer interactions to proactively anticipate needs and ensure fast and effective query resolution Work closely with Sales representatives to jointly manage customer requests and provide full visibility on ongoing interactions Collaborate with service specialists for complex cases requiring deeper expertise or investigation Proactively manage exception-based activities to enhance customer experience, using tools such as the C4 platform Ensure smooth execution of the end-to-end SMM (Sales & Marketing Management) / order-to-billing process Leverage the service specialist network to resolve issues not closed at first contact and continuously improve service quality Who you are Minimum experience in customer service, order management or similar roles Experience handling customer inquiries, complaints and requests effectively Familiarity with Customer Relationship Management (CRM) systems Strong customer focus, with the ability to manage orders efficiently, ensuring accuracy and adherence to procedures Excellent communication and team collaboration skills Strong time management, adaptability and ability to manage multiple priorities in a fast-paced environment Problem-solving attitude with a proactive, solution-oriented mindset Ability to handle conflict resolution and contribute to continuous improvement initiatives Fluent in English and Spanish; Portuguese is a must What We Can Offer You Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. Application End Date: 28 mag 2026 Job Requisition ID: Essity261825