Customer Success Specialist

Location : Barcelona Hybrid model 50%

Who are we?

HTBA is a science-based global leader in the manufacturing and commercialization of citrus flavonoids and active forms of vitamin B12 for the nutraceutical, pharmaceutical, food and beverage, and animal nutrition sectors. For over forty-five years, the company has pioneered the development of new processes to create high-quality, naturally derived ingredients that support the health of people and animals, all while protecting the environment.

Headquartered in Barcelona, HTBA produces ingredients of unsurpassed quality at its state-of-the-art manufacturing facility in Murcia, Spain. Plus, with ideation centers located in Spain and at its North American operations center in Ohio, the company is well-positioned to understand and quickly respond to global end-user consumer demand.

Today, HTBA delivers cutting-edge products to more than 60 countries worldwide in line with its mission to unlock the power of nature and have a measurable impact on well-being.

Are you ready to be unstoppable?

Job Purpose

Ensure customer satisfaction, align with client expectations, drive continuous value, and promote company growth through proactive relationship management and comprehensive customer support.

Major Accountabilities

Provide daily support and maintain regular interaction with customers to address any inquiries related to the sales process, such as sample requests, regulatory documents, legal documents such as TMLA’s and other requirements. Provide tailored support for specific customer requirements, ensuring personalized and effective communication.

Address customer complaints promptly, offering suitable solutions and alternatives within specified timelines, and ensure follow-up to achieve satisfactory resolution.

Cultivate strong, ongoing relationships with existing customers and prospective new accounts to foster loyalty and drive business growth.

Collect and analyze customer feedback to provide insights to the product development and service improvement teams.

Ensure accuracy and timeliness in processing Purchase Orders (POs), invoicing, and managing logistics arrangements for shipments.

Handle the necessary documentation for order shipments and maintain communication with customers regarding invoicing issues and overdue payments.

Collaborate effectively with various departments such as Quality Assurance, Logistics, Sales, Legal, and Finance to streamline operations and meet customer needs efficiently.

Assist the sales teams with a variety of administrative tasks, including updating the CRM system, managing customer accounts, and handling all customer requests that the sales representatives are unable to address.

Oversee and support all administrative tasks to maintain efficient office operations and support the overall business objectives.

Key Performance Indicators

Timely and accurate communication with both internal and external customers.

Proper timing and accuracy in processing customers POs (order to cash process).

Management of Overdue and Open Invoices.

Customer satisfaction scores and retention rates.

Efficiency in handling and resolving customer issues.

Background

Education Requirement : College Degree Preferred

Minimum requirements :

At least 3 years in a similar role.

SAP user is a must.

Fluency in English and Spanish.

Competencies :

Customer oriented (internal and external).

Strong interpersonal skills to interact with clients, management, and peers.

Ability to multitask and handle various priorities in a high-paced environment.

Ability to work under pressure.

Excellent problem-solving skills and attention to detail.