Customer Experience Representative

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 for our EUR- Taste division and meet customer expectations. Our Customer Experience team also Interacts on a regular basis with Account managers, customers, planning and other internal stakeholders as required.

Your key responsibilities

• Oversee customer orders, including order entry, order status, document creation, order release, shipment tracking, and document management.
• Regularly update customers and internal stakeholders on order status and any issues.
• Handle customer inquiries, process returns, and claims to resolve customer issues promptly.
• 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.
• Understanding customer expectations and translating the voice of the customer for internal stakeholders.
• Produce and maintain reports presenting and analyzing key performance indicators. Support the preparation and review of scorecards and participate in client meetings.
• Develop and present recommended improvements to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement.

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

• Pro-active, positive attitude, responsible and willing to learn
• Bachelor’s degree in supply chain management, logistics, business administration or a related field.
• This role requires 2 - 3 years’ experience in customer service and/or order management.
• SAP SD, Office (Excel and Power Point) previous experience is required. Knowledge of other CRM systems will be highly valuated.
• Experience in export documentation, incoterms highly valued.
• Good communication skills and excellent capabilities to resolve issues
• Capable of networking within our large organization spread out through different sites worldwide.
• Capability to analyze customer data and KPI’s
• Initiative to identify process improvements
• High level of French, better if mother tongue or bilingual, and English required.