Location: Barcelona, Spain
Join us as our next, Customer Experience Specialist, Perfumery, and play a key role in delivering an outstanding customer experience by connecting customers, sales, logistics, and planning in a fast-paced global environment. Bring your French, SAP, and problem-solving skills to a company where you'll drive operational excellence, build lasting customer relationships, and grow your career while helping bring progress to life.
At dsm-firmenich, we don't just meet expectations - we go beyond them. 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

Ensure an effective and efficient day-to-day order management/customer experience operations (including processing customer orders, changing orders, removing order blocks,etc..)
Handle customer inquiries, process returns, and resolve customer issues promptly




Regularly communicate with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and ensure that customer expectations are met
Work proactively and 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.
Monitor performance on agreed KPIs; ensure targets are met, develop improvement plans when necessary and support the preparation and review of internal and external scorecards.
Build an excellent customer relationship
Manage daily escalations and issues
Analyze and define action plans to improve customer service for defined accounts
We bring

Work in a dynamic and highly rewarding multicultural environment
Attractive compensation package
Possibility to grow within the company
Versátil

📌 Customer Experience Specialist (Madrid)
🏢 dsm-firmenich
📍 Madrid