SR CUSTOMER EXPERIENCE REPRESENTATIVE 1

Senior Customer Experience Representative.

Mumbai

At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.

Key Responsibilities:

• Ensure an effective and efficient order-to-cash process while keeping customer requirements updated in our system.
• Open, follow up and close relevant customers' non-conformities. Ensure clean and accurate data management and analysis
• Communicate with commercial on potential commercial issues and required actions. Provide regular reports and information to stakeholders.
• Display a customer-centric attitude maintaining strong customer and Commercial relationships. Engage in internal and customer routines to facilitate proactive customer communications
• Monitor performance on agreed KPIs; ensure targets are met and develop improvement plans when necessary. Supervise execution of day-to-day work aiming for continuous improvement. Manage daily escalations and issues
• Analyze and define action plans to improve customer service for defined accounts. 
• Support the drive for digitalization through adoption of the processes/tools and deliver continuous improvement. Proactively participant in CX training programs and manage self-learning with aligned development actions by Manager. Uphold quality, safety, and compliance standards

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;

We value:

• 4-6 years Customer Service and/or Commercial and/or Purchasing Experience.
• SAP preferred
• Planning & organizing experience preferred.
• Absolute customer focus
• Great communication verbal and written, emotional intelligence, active listening
• Team spirit, collaborative, willing to take different challenges, flexibility, dynamic, agile, well- organized
• Problem solving, crisis management, Resilience

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. 

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, 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. 

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