Customer Experience Representative

DSM
Barcelona
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Proactive","Positive attitude","Responsibility","Communication","Issue resolution","Root-cause analysis","Continuous improvement","KPI analysis","Networking"]

Own the end-to-end order fulfillment experience for Taste Europe customers in Barcelona, acting as the primary point of contact. Manage order entry, status updates, document creation and release, shipment tracking, returns and claims, and drive issue resolution with internal teams. Apply root-cause analysis to improve order success rates, translate customer feedback to stakeholders, and produce KPI reports, scorecard support, and continuous-improvement recommendations.

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FursaFursa
DSM
DSM
2 days ago

Customer Experience Representative

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Own the end-to-end order fulfillment experience for Taste Europe customers in Barcelona, acting as the primary point of contact. Manage order entry, status updates, document creation and release, shipment tracking, returns and claims, and drive issue resolution with internal teams. Apply root-cause analysis to improve order success rates, translate customer feedback to stakeholders, and produce KPI reports, scorecard support, and continuous-improvement recommendations.
Location: Barcelona
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Oversee customer orders end-to-end, including order entry, order status, document creation/release, shipment tracking, and document management.
  • •Update customers and internal stakeholders on order status and issues.
  • •Handle customer inquiries and process returns and claims to resolve customer issues promptly.
  • •Identify fulfillment obstacles and collaborate with stakeholders on corrective actions using root-cause analysis.
  • •Produce and maintain KPI reports, support scorecards and client meetings, and propose continuous improvement initiatives.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •Bachelor’s degree in supply chain management, logistics, business administration or a related field.
  • •2–3 years of experience in customer service and/or order management.
  • •Previous experience with SAP SD and Office (Excel and PowerPoint); knowledge of other CRM systems is highly valued.
  • •Experience with export documentation and Incoterms is highly valued.
  • •High level of English and strong communication skills with the ability to resolve customer issues.
Education:Bachelor's in Supply chain management, logistics, business administration or a related field
Skills:ProactivePositive attitudeResponsibilityCommunicationIssue resolutionRoot-cause analysisContinuous improvementKPI analysisNetworking
Languages:English
Tech Stack:SAP SDExcelPowerPointCRMIncoterms

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
WebsiteLinkedIn