Customer Experience Representative

Job title: Customer Experience Representative Location: Barcelona, Spain At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace. We are looking for an experienced professional who enjoys providing excellent service, a highly proactive individual to represent our values in front of our customers. As a Customer Experience Representative you will be the primary contact to provide supply chain support for our EUR- Taste division and meet customer expectations. Our Customer Experience team also Interacts on a regular basis with Account managers, logistics, planning and other internal stakeholders as required. Your key responsibilities * Oversee customer orders, including order entry, order status, document creation, order release, shipment tracking, and document management. * Regularly update customers and internal stakeholders on order status and any issues. * Handle customer inquiries, process returns, and claims to resolve customer issues promptly. * 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. * Understanding customer expectations and translating the voice of the customer for internal stakeholders. * Produce and maintain reports presenting and analyzing key performance indicators. Support the preparation and review of scorecards and participate in client meetings. * Develop and present recommended improvements to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement. We offer * 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. * An eagerness to be one team and learn from each other to bring progress to life and create a better future. * Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity. * A culture that prioritizes safety and well-being, both physically and mentally. * A space to grow by encouraging and supporting curiosity and an open mindset. You bring * Pro-active, positive attitude, responsible and willing to learn. * Bachelor’s degree in supply chain management, logistics, business administration or a related field. * This role requires 2 - 3 years’ experience in customer service and/or order management. * SAP SD, Office (Excel and Power Point) previous experience is required. Knowledge of other CRM systems will be highly valued. * Experience in export documentation, incoterms highly valued. * Good communication skills and excellent capabilities to resolve issues. * Capable of networking within our large organization spread out through different sites worldwide. * Capability to analyze customer data and KPI’s. * Initiative to identify process improvements. * High level of English is required, other European languages highly valued. About dsm-firmenich At dsm-firmenich, we don’t just meet expectations – we go beyond them. Join our global team powered by science, creativity, and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere. And while you’re making a difference, we’ll make sure you’re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They’re essential to our future. Because real progress only happens when we go beyond, together. Our application process Interested in this position? Please apply online by uploading your resume in English via our career portal. Due to privacy regulations, we can only actively interact with applications via our career portal. Inclusion, belonging and equal opportunity statement At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong. We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve. We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you. And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work. Agency Statement We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.