Customer Experience Representative

Barcelona, Spain

At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace

We are l ooking for an experienced professional who enjoys providing excellent service, a highly proactive individual to represent our values in front of our customers.

As a Customer Experience Representative you will be the primary contact to provide supply chain support for our EUR- Taste division and meet customer expectations. Our Customer Experience team also Interacts on a regular basis with Account managers, customers, planning and other internal stakeholders as required.

Your key responsibilities

• Oversee customer orders, including order entry, order status, document creation, order release, shipment tracking, and document management.

• Regularly update customers and internal stakeholders on order status and any issues.

• Handle customer inquiries, process returns, and claims to resolve customer issues promptly.

• Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action. Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.

• Understanding customer expectations and translating the voice of the customer for internal stakeholders.

• Produce and maintain reports presenting and analyzing key performance indicators. Support the preparation and review of scorecards and participate in client meetings.

• Develop and present recommended improvements to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement.

  We bring

• The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose.

• A flexible work environment that empowers people to take accountability for their work and own the outcome.

• An eagerness to be one team and learn from each other to bring progress to life and create a better future.

• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity.

• A culture that prioritizes safety and well-being, both physically and mentally.

• A space to grow by encouraging and supporting curiosity and an open mindset.

  You bring

• Pro-active, positive attitude, responsible and willing to learn

• Bachelor’s degree in supply chain management, logistics, business administration or a related field.

• This role requires 2 - 3 years’ experience in customer service and/or order management.

• SAP SD, Office (Excel and Power Point) previous experience is required. Knowledge of other CRM systems will be highly valuated.

• Experience in export documentation, incoterms highly valued.

• Good communication skills and excellent capabilities to resolve issues

• Capable of networking within our large organization spread out through different sites worldwide.

• Capability to analyze customer data and KPI’s

• Initiative to identify process improvements

• High level of English is required, other European languages highly valued.