**Job title** – **Customer Experience Representative (73472)** **Location** – Barcelona, Spain **Job model** – Hybrid 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. At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. **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 English is required, French highly valued.. **The application process** Interested in this position? Please apply on-line by uploading your resume in English via our career portal. **Equal Opportunities Commitment** dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich. As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, genetic information, protected veteran status, or any other status protected by law. We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know. **About dsm-firmenich** As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people. www.dsm-firmenich.com Pease note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.