Senior Customer Experience Representative

Senior Customer Experience Representative

Barcelona, Spain

 

As a Customer Experience Representative you will be the primary contact to provide order management support for our Perfumery & Beauty customers. This role also develops and delivers customer solutions that support business strategies and meet customer expectations. Our Customer Care team also Interacts with our sales team/sales management on a regular basis and effectively communicate with Account managers, customers, planning and other internal stakeholders as required.

 

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

 

Your key responsibilities

• To coordinate daily Operations (regular and exceptional) activities between customers and dsm-firmenich and to understand customers Operations model and propose continuous improvement.

• Efficiently process Order-to-Cash activities and coordinate customer requirements.

• Understand and input customer demand.

• Solve customer Operations issues to ease deliveries requirements.

• Give feedback and maintain a clear and efficient communication flow between Customers and dsm-firmenich.

• Understand and take ownership of customer constraints to continuously improve dsm-firmenich service levels.

• Open, follow up and close relevant customers' nonconformities.

• Perform monthly demand planning activities in line with information received from customers.

• Highlight, propose and follow up potential action plans.

 

 

We bring

• A rich history and a promising future of bold scientific innovation and passionate creation with our customers;
• A space to grow by encouraging and supporting curiosity and an open mindset;
• A culture that prioritizes safety and well-being, both physically and mentally;
• 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;
• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;
• A firm belief that working together with our customers is the key to achieving great things;
• An eagerness to be one team and learn from each other to bring progress to life and create a better future;

 

You bring

• Business level English / French nice to have
• Minimum of 3/5 years’ experience related experience
• Bachelor's degree in Supply Chain/Logistics or related field
• Excellent communication and team building skills
• Skilled at working in a fast-paced environment open to constant change in demands
• SAP expert user
• MENA region market knowledge

 

 

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