About Adrian Magnus | Part of Carazo Enterprise SL

Adrian Magnus is part of Carazo Enterprise SL, a premium cigar distribution company founded in 2012. With a team of more than 40 professionals, we distribute over 30 premium cigar brands across Europe, the United States, and Latin America.

Our mission is to deliver the world's finest handcrafted cigars to enthusiasts with precision, integrity, and deep respect for tradition. Operating from hubs in Madrid, Marbella, Gran Canaria, Panama, and Costa Rica, we are driven by quality, heritage, and customer satisfaction in every market we serve.

Position Summary

This role combines Post Sale Customer Support with upselling and plays a key role in the client lifecycle. The ideal candidate is bilingual in English and Spanish and confident in managing customer relationships after purchase - from resolving issues and ensuring satisfaction to recommending products and encouraging repeat sales.

This is a proactive, fully remote position focused on long-term client engagement, retention, and revenue growth.

Key Responsibilities

• Act as the primary point of contact for post-sale customer inquiries and support
• Confirm product delivery and handle any issues in a timely and efficient manner
• Maintain high levels of customer satisfaction and trust
• Proactively reconnect with existing clients in Spain and USA to encourage repeat purchases or product upgrades
• Identify upsell opportunities and present offers in a consultative, non-intrusive way
• Log customer interactions and feedback to support data-driven decision-making
• Collaborate closely with sales, logistics, and support teams to ensure smooth after-sale operations

Requirements

• Fluent in English and Spanish (C1 level or higher in both - mandatory)
• Proven experience in:
• Customer Service (post-sale support, customer satisfaction)
  Sales or Upselling (client reactivation, repeat sales)
• Strong communication skills, empathy, and problem-solving abilities
• Experience working with CRM systems and remote collaboration tools
• Ability to start early to align with Spain business hours, ensuring coverage from 11:00 AM Madrid time.

Ideal Candidate:

• Positive, energetic, and service-oriented mindset
• Enjoys building and maintaining long-term client relationships
• Confident in sales conversations while using a consultative, soft-sell approach
• Highly detail-oriented, with strong follow-up and organizational skills
• Comfortable juggling multiple priorities across different time zones

Benefits

• 1,500-1700 euros gross monthly retainer
• Performance-based bonuses and commissions: 7%
• On-site work
• A customer-first, sales-driven working environment
• Daily collaboration with international teams
• Opportunity to directly shape and improve client retention and growth strategies