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Customer Experience Manager

At Firmenich people are at the heart of the company, we are committed to equal employment opportunities and value diversity in the workplace.

Location: Barcelona, Spain

 

Key Responsibilities:

 

  • Responsible to drive delivery of exceptional customer experience within the Region.

  • Manage, coach and motivate Customer Care Representatives to deliver on KPI targets while identifying and implementing ways to increase overall team performance and efficiency.

  • Monitor and manage customer KPIs and scorecards and develop service improvement plans for KPIs that fall below designated thresholds and manage escalated customer service issues, including coordinating when necessary with the appropriate individual or functions.

  • Collect and analyze customer feedback to identify and root cause customer service issues and communicate regularly with internal stakeholders to drive implementation of service improvements.

  • Recommend and develop process and system improvements, and communicate recommendations to the Customer Experience Director. Understand company objectives and take action to drive achievement of those objectives.

  • Work and aligned regularly with commercial teams, presenting and sharing supply chain initiatives, dashboards and KPI’s. Become a real partner to our Commercial Teams.

 

We value:

 

  • Bachelor’s degree in supply chain management, logistics, business administration or a related field.

  • This role requires three to five years’ experience in customer service and/or order management.  Prior supervisory/managerial experience is mandatory.

  • SAP SD, Office (Excel and Power Point) previous experience is required. Knowledge of other CRM systems will be highly valuated.

  • Capabilities to work under pressure, problem solving mindset and emotional intelligence to ensure Team Work and deliveries.

  • Strong business acumen, pragmatism and solid execution capabilities.

  • Excellent communications skills and digital mindset.

  • High level of English is required. French will be highly appreciated.

 

We offer:
 

  • A fast paced environment with highly talented people driven to make it happen.

  • Joining a performing team focused on partnering and winning together.

  • To be in the front line to bring innovation to our Customers.

  • To be part of a company shaping a strong legacy through breakthrough industrial innovations and technology.

  • Highly rewarding environment.

 

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