Customer Experience Representative

hace 1 semana


Barcelona, Barcelona, España DSM A tiempo completo

Customer Experience Representative

Barcelona, Spain

At dsm-firmenich, people are central to the company. We prioritize equal employment opportunities and embrace diversity in the workplace

We seek a skilled professional who thrives on delivering outstanding service, a proactive individual to embody our values when engaging with customers.

As a Customer Experience Representative, you will be the main point of contact for providing supply chain support in our EUR - Taste division and meeting customer expectations. Our Customer Experience team also collaborates regularly with Account managers, customers, planning, and other internal stakeholders as necessary.

Your key responsibilities

  • Oversee customer orders, including order entry, status updates, document creation, order releases, shipment tracking, and document management.
  • Keep customers and internal stakeholders informed about order status and any issues.
  • Address customer inquiries, manage returns, and handle claims to promptly resolve issues.
  • Recognize potential obstacles in the fulfillment process, and collaborate with stakeholders to implement corrective actions. Use root-cause analysis to comprehend main factors contributing to order failures in support of ongoing improvement.
  • Understand customer expectations and convey customer feedback to internal stakeholders.
  • Generate and maintain reports that present and analyze key performance indicators. Contribute to the preparation and review of scorecards and engage in client meetings.
  • Propose and present enhancements to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous enhancement.

We offer

  • The chance to work at a company where sustainability is more than just a claim; it is fundamental to our strategy and mission.
  • A flexible work environment that encourages individuals to take ownership of their work and its outcomes.
  • A collaborative spirit to learn from one another, drive progress, and shape a better future together.
  • Inclusive communities within our organization where every team member is equally esteemed and respected, irrespective of their background, beliefs, or identity.
  • A culture that prioritizes safety and well-being, both physically and mentally.
  • An environment that fosters growth by promoting and supporting curiosity and an open mindset.

You should have

  • Proactive and positive attitude, a sense of responsibility, and a willingness to learn.
  • Bachelor's degree in supply chain management, logistics, business administration, or a related field.
  • 2-3 years' experience in customer service and/or order management is necessary for this role.
  • Proficiency in SAP SD, Office (Excel and PowerPoint) is essential. Familiarity with other CRM systems is advantageous.
  • Experience in export documentation and incoterms is highly appreciated.
  • Strong communication skills and excellent issue resolution capabilities.
  • Ability to network effectively within our extensive global organization with multiple sites.
  • Proficiency in analyzing customer data and KPIs.
  • Initiative to identify process improvements.
  • Proficiency in English is crucial, knowledge of other European languages is a strong asset.


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