De Nora
Customer Care Specialist
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De Nora is an Italian multinational company, listed on the Euronext Milan stock exchange, a global provider of innovative technologies and solutions, and is recognized as a partner of choice for significant industrial electrochemical processes. Since its foundation in 1923, De Nora has been driven by the philosophy of continual improvement. Today, it is the world’s largest supplier of high-performing catalytic coatings and insoluble electrodes for electrochemical and industrial applications. It is also a leading supplier of equipment, systems, and processes for water disinfection and filtration. De Nora is committed to developing unconventional solutions to achieve the energy transition to decarbonization, the green hydrogen economy, and clean water for everyone.
Watch the video to discover more: https://youtu.be/vmkv0tuQvKc
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.
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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 Package.
- 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.
- Monitors cost variances standard costs against Customer Frameworks
- Scheduling of equipment deliveries to meet scheduled customer support team requirements
- Ensure customer satisfaction KPI’s are met
- In-depth Knowledge of SAP order processing and SPE+ for KPi reporting
- Familiar with Microsoft Office
- Working knowledge of CRM packages – e.g Salesforce
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Experience
- 5+ years of experience in customer service, inside sales or an equivalent combination of education and experience,
- Strong verbal and written communications,
- Customer service skills,
- Continuous learner
- Fluent English,
- Strong attention to detail and ability to work with cross functional teams,
- Proficient use of PC, MS office, CRM system and SAP,
- Ability to overcome objections and deal effectively with rejection while remaining personable to internal/external customers,
- Confident, assertive and goal oriented
Place of work
Tamworth, Birmingham, UK
We are an Equal Opportunity Employer and take pride of our diverse and inclusive environment. We aim to attract and recruit individuals with diverse backgrounds, skills, and abilities, who will enhance the quality of our products and services and contribute to the Group’s success. We are committed to prioritize talent, make people feel respected, appreciated, and free to fully express their potential.
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