Senior Customer Experience Representative
hace 1 mes
We are seeking a highly skilled Senior Customer Experience Representative to join our team at Dsm. As a key member of our EUR-Perfumery division, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities- Ensure effective and efficient day-to-day order management and customer experience operations.
- Handle customer inquiries, process returns, and resolve customer issues promptly.
- Regularly communicate with sales, logistics, accounts receivable, and planning to resolve issues and ensure customer expectations are met.
- Work proactively to identify potential obstacles in the fulfillment process and collaborate with stakeholders to take corrective action.
- Monitor performance on agreed KPIs, develop improvement plans when necessary, and support the preparation and review of internal and external scorecards.
- Build and maintain excellent customer relationships.
- Manage daily escalations and issues.
- Analyze and define action plans to improve customer service for defined accounts.
- At least 3 years' experience in supply chain, logistics, or a related function.
- 1 year of customer service experience.
- Bachelor's degree in supply chain management, logistics, business administration, or a related field.
- SAP SD, Office (Excel and PowerPoint) experience is required.
- Fluency in English and French is mandatory.
Dsm is a Swiss-Dutch company that reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world's growing population to thrive. We are committed to providing equal opportunities and value diversity in the workplace.
We are a force for good, and our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work.
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