Senior Specialist, Customer Experience - Germantown, WI

Senior Specialist, Customer Experience
Germantown, WI
Onsite

As a Senior Specialist, Customer Experience, you will manage customer orders from entry to payment, ensure timely communication, and resolve any inquiries or complaints. Your proactive approach will enhance customer satisfaction and streamline operations by eliminating non-value-adding tasks. You will handle non-routine customer issues, drive KPI analysis, and build strong customer relationships through continuous engagement and data capture.
 

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:
• Manages customer orders from order entry to payment in line with the performance KPIs defined (e.g. same day order entry ) and keeps client informed pro-actively about order status.

• Process customer complaints/inquiries related to return, credit requests and non-conformances.  Liaise with appropriate teams to resolve timely.

• Liaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelines.

• Proactively seek innovative ways to enhance customer’s satisfaction and improve operating inefficiencies (eliminate non-value adding tasks).

• Solves non-routine customer care issues (escalations, Master Data quality and accuracy, customer questionnaires, non-conformances).

• Drives KPI analysis and proposes action plans for performance improvement, and Customer satisfaction at optimum cost.

• Proactively seeks better ways of carrying out tasks (eliminate non value-adding and recurring tasks/issues).

• Builds customer intimacy and optimize customer care by continuously capturing relevant information on Customers, Firmenich products, processes and systems.

• Work closely with clients to obtain client forecast and attend Demand Planning Reviews.

• Maintain professional relationships with internal stakeholders: ex. Commercial Team.

• Provide backup coverage for team members when needed.

• Minimal travel required.

We Bring:
• High Challenge and High Reward Environment

• Entry to exciting and inspiring world of perfumes and taste.

• Culture that values diversity where people are at the heart of the company.

• Opportunity to work for a company that cares about the environment and sets and achieves ambitious sustainability objectives.

You Bring:
• Minimum of 5 years’ experience in Customer Care and Customer Relationship management or similar environment.

• Bachelor degree preferred.

• Client focus and ability to communicate in professional way.

• Proficiency in MS Office, including Excel, Word and Outlook is required.

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich.

As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage  the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable o