DSM
Senior Customer Experience Representative (French speaker)
DSM, Hartford, Connecticut, United States,
Job title
– Senior Customer Experience Representative (71007)
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 Senior Customer Experience Representative you will be the primary contact to provide supply chain support within our EUR-Perfumery division and meet customer expectations.
Your key responsibilities
Ensure an effective and efficient day-to-day order management/customer experience operations (including processing customer orders, changing orders, removing order blocks, etc.)
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 to identify potential obstacles in the fulfillment process, and collaborate with 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 excellent customer relationships.
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 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
This role requires +3 years’ experience in supply chain, logistics, or a related function and at least 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) previous experience is required. Knowledge of other CRM systems will be highly valued.
Great verbal and written communication skills, emotional intelligence, active listening, excellent capabilities to resolve issues, and advanced customer focus.
Proactive, positive attitude, team spirit, collaborative, responsible, and well-organized.
Fluency in English and French is mandatory.
The application process
Interested in this position? Please apply online by uploading your resume in English via our career portal.
Equal Opportunities Commitment
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 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, and diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history, and fit with the team to advance fair and equitable opportunity.
We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.
About dsm-firmenich
As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people. www.dsm-firmenich.com
Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages, or similar.
#J-18808-Ljbffr
– Senior Customer Experience Representative (71007)
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 Senior Customer Experience Representative you will be the primary contact to provide supply chain support within our EUR-Perfumery division and meet customer expectations.
Your key responsibilities
Ensure an effective and efficient day-to-day order management/customer experience operations (including processing customer orders, changing orders, removing order blocks, etc.)
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 to identify potential obstacles in the fulfillment process, and collaborate with 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 excellent customer relationships.
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 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
This role requires +3 years’ experience in supply chain, logistics, or a related function and at least 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) previous experience is required. Knowledge of other CRM systems will be highly valued.
Great verbal and written communication skills, emotional intelligence, active listening, excellent capabilities to resolve issues, and advanced customer focus.
Proactive, positive attitude, team spirit, collaborative, responsible, and well-organized.
Fluency in English and French is mandatory.
The application process
Interested in this position? Please apply online by uploading your resume in English via our career portal.
Equal Opportunities Commitment
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 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, and diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history, and fit with the team to advance fair and equitable opportunity.
We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.
About dsm-firmenich
As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people. www.dsm-firmenich.com
Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages, or similar.
#J-18808-Ljbffr