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Customer Experience Representative
Location
Barcelona, Spain
Introduction
We are looking for a customer-focused and proactive professional who is passionate about delivering exceptional service and building strong relationships. In this role, you will represent dsm-firmenich to some of our key clients, playing a critical role in shaping the customer experience and contributing to the success of strategic partnerships that have a significant impact on our business.
As a Customer Experience Representative, you will be the primary point of contact for supply chain support within our EUR Taste division, ensuring seamless service delivery and consistently meeting customer expectations. You will collaborate closely with Account Managers, Planning, Logistics, and other cross-functional teams,
giving you broad exposure across the organization and the opportunity to influence outcomes that matter to both our customers and our business.
Your Key Responsibilities
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- Oversee customer orders, including order entry, order status updates, document creation, order release, shipment tracking, and document management.
- Regularly update customers and internal stakeholders on order status and any issues that may arise.
- Handle customer inquiries, returns, and claims, ensuring prompt and effective resolution.
- Identify potential obstacles in the fulfilment process and collaborate with stakeholders to implement corrective actions. Use root‑cause analysis to identify key drivers of order failures and support continuous improvement initiatives.
- Understand customer expectations and translate the voice of the customer into actionable insights for internal stakeholders.
- Prepare and maintain reports that track and analyse key performance indicators. Support the preparation and review of scorecards and participate in customer
📌 Customer Experience Representative (Barcelona)
🏢 dsm-firmenich
📍 Barcelona
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