Sr Specialist CX & DP, PE

 

Job title – Sr Specialist CX & DP, PE (72808)

Location – Barcelona, Spain

Job model – Hybrid

 

 

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 looking 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 within our AMET-Perfumery division and meet customer expectations.

 

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. 

 

Your key responsibilities

• Ensure an effective and efficient day-to-day order management/customer experience operation.

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

• Regularly communicate with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and ensure that customer expectations are met

• Work proactively and 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.

• Monitor performance on agreed KPIs; ensure targets are met, develop improvement plans when necessary and support the preparation and review of internal and external scorecards.

• Build an excellent customer relationship

• Manage daily escalations and issues

• Analyze and define action plans to improve customer service for defined accounts

 

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

• +2 years experience in supply chain, logistics or a related function.

• At least 2 years of customer service experience. 

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

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

• Great communication verbal and written, emotional intelligence, active listening, excellent capabilities to resolve issues and advanced customer focus

• Pro-active, positive attitude, team spirit, collaborative, responsible and well-organized.

• Fluency in English is a mandatory and experience with export a plus.

 

The application process

Interested in this position? Please apply on-line by uploading your resume in Eng