Customer Experience Specialist

　　Princeton, NJ, US

　　Hybrid

　　S13

　　We are currently searching for a Customer Experience Specialist. This candidate will be managaging customers orders, processesing complaints and credit requests.

　　At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

　　Your key responsibilities:

　　Manages customer orders from order entry to payment in line with the performance KPIs defined (e.g. same day order entry ) and keeps client informed pro-actively about order status

　　Process customer complaints/inquiries related to return, credit requests and non-conformances.

　　Liaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelines

　　Proactively seek innovative ways to enhance customer’s satisfaction and improve operating inefficiencies (eliminate non-value adding tasks)

　　Solves non-routine customer care issues (escalations, Master Data quality and accuracy, customer questionnaires, non-conformances). Drives KPI analysis and proposes action plans for performance improvement, and Customer satisfaction at optimum cost

　　Work closely with clients to obtain client forecast and attend Demand Planning Reviews, Maintain professional relationships with internal stakeholders: ex. Commercial Team

　　We Bring:

　　A rich history and a promising future of bold scientific innovation and passionate creation with our customers;

　　A space to grow by encouraging and supporting curiosity and an open mindset;

　　A culture that prioritizes safety and well-being, both physically and mentally;

　　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;

　　Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;

　　You bring:

　　Minimum of 5 years’ experience in Customer Care and Customer Relationship management or similar environment

　　Bachelor degree preferred

　　Client focus and ability to communicate in professional way

　　Proficiency in MS Office, including Excel, Word and Outlook is required

　　#ext