DSM

2 weeks ago

Sr Specialist, Customer Experience

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Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Drive customer experience by managing day-to-day order operations, processing customer orders, and resolving order blocks, inquiries, and returns. Coordinate across sales, logistics, accounts receivable, and planning to meet customer expectations, using root-cause analysis to improve fulfillment. Monitor KPIs, develop action plans for defined accounts, manage daily escalations, and help prepare internal and external scorecards in a fast-paced global environment.

Location: Barcelona

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Ensure effective and efficient day-to-day order management/customer experience operations, including processing orders, changing orders, and removing order blocks.
•Handle customer inquiries, process returns, and resolve customer issues promptly.
•Coordinate regularly with sales, logistics (including transportation and warehousing), accounts receivable, and planning to resolve issues and meet customer expectations.
•Identify potential obstacles in fulfillment, take corrective action with stakeholders, and use root-cause analysis to improve order-failure drivers.
•Monitor KPIs, manage daily escalations, and analyze/define action plans to improve customer service and support scorecards for defined accounts.

Pay and Benefits

Perks:Learning Budget

Key Requirements

•+2 years’ experience in supply chain, logistics, or a related function, including at least 1 year of customer service experience.
•Bachelor’s degree in supply chain management, logistics, business administration, or a related field.
•Required experience with SAP SD and Office (Excel and PowerPoint); knowledge of other CRM systems is valued.
•Strong verbal and written communication, emotional intelligence, active listening, and advanced customer focus.
•Fluency in English and French is mandatory.

Experience:2+ yearsSupply chainLogisticsCustomer service

Education:Bachelor's in supply chain management, logistics, business administration or related field

Skills:CommunicationEmotional intelligenceActive listeningProblem-solvingCustomer focus

Languages:EnglishFrench

Tech Stack:SAP SDSAPExcelPowerPointCRMOffice

Company Brief

DSM

DSM-Firmenich is a global leader in food ingredients, nutrition, fragrances and beauty solutions, formed by the merger of DSM and Firmenich to provide sustainable, science-driven products and services across food, health and personal care industries.

Industry: Chemical Manufacturing

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: Geneva, Switzerland

Founded: 2023

Website LinkedIn

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DSM