DSM

1 week ago

Customer Experience Representative

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Be the primary point of contact for supply chain support within the EUR Taste division, representing key clients and ensuring seamless service delivery. You’ll manage customer orders end-to-end, provide timely order status updates, handle inquiries, returns, and claims, and use root-cause analysis to drive corrective actions. Partner with Account Managers, Planning, Logistics, and other teams, while reporting on KPIs and presenting 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 including order entry, status updates, document creation, order release, shipment tracking, and document management.
•Update customers and internal stakeholders on order status and resolve issues as they arise.
•Handle customer inquiries, returns, and claims with prompt and effective resolution.
•Use root-cause analysis to identify drivers of order failures and collaborate on corrective actions and continuous improvement.
•Prepare and maintain KPI reports, support scorecards, and present improvement recommendations to the Customer Experience Manager.

Key Requirements

•Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.
•2–3 years of experience in Customer Service, Order Management, Supply Chain, or a related customer-facing operational role.
•Experience working with SAP SD and Microsoft Office applications, particularly Excel and PowerPoint.
•Knowledge of CRM systems, export documentation, and Incoterms.
•Fluent in English and Spanish; strong communication and problem-solving skills. Italian is a plus.

Experience:2-3 years

Education:Bachelor's in Supply Chain Management, Logistics, Business Administration (or related field)

Skills:Customer-focusedProactiveCommunicationProblem-solvingCross-functional collaboration

Languages:EnglishSpanishItalian

Tech Stack:SAP SDMicrosoft OfficeExcelPowerPointCRMExport documentationIncoterms

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