Customer Experience Representative

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 Experience 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, people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace

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..).
• Regularly communicate with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and ensure that customer expectations are met.
• Build an intimate relationship with DSM-Firmenich customers and internal stakeholders.
• Understand and take ownership of customer constraints to continuously improve DSM-Firmenich service levels.
• Manage daily escalations and issues.
• Analyze and define action plans to improve customer service for defined accounts.

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

• Bachelor’s degree in supply chain management, logistics, business administration or a related field.
• 2 to 3 years’ experience in customer service and / or order management.
• Foreign languages : English high level required and French nice to have.
• Absolute customer focus.
• Great communication verbal and written, emotional intelligence, active listening.

Ll-Hybrid