Customer Experience Representative

dsm-firmenich; Barcelona; Presencial; EUR 32.000 - 45.000; Jornada completa

Descripción de la vacante

dsm-firmenich is seeking a Customer Experience Representative in Barcelona to manage orders, coordinate cross-functional teams, and enhance customer satisfaction. You will act as the primary contact for supply chain support within the EUR Taste division, collaborating with Account Managers, Planning, and Logistics to ensure top-tier service delivery.

The role requires 2–3 years in customer-facing operations, strong Excel/PowerPoint skills, and fluency in English and Spanish; Italian is a plus.

Formación

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• 2–3 years of experience in Customer Service, Order Management, Supply Chain, or related customer-facing role.
• Experience with SAP SD and Microsoft Office applications (Excel/PowerPoint) is required; CRM systems, export documentation, and Incoterms valued.
• Strong communication and problem-solving skills; ability to collaborate across functions and geographies.
• Ability to analyze customer data and KPIs, identify process improvement opportunities, and drive change.
• Proactive, positive, responsible, eager to learn, and adaptable in a fast-paced environment.
• Fluent in English and Spanish; Italian is a plus.

Responsabilidades

• Oversee customer orders: entry, status updates, document creation, release, shipment tracking, and document management.
• Regularly update customers and internal stakeholders on order status and issues.
• Handle inquiries, returns, and claims with prompt, effective resolution.
• Identify obstacles in fulfilment and work with stakeholders to implement corrective actions; use root-cause analysis for improvements.
• Translate the voice of the customer into actionable insights for internal teams.
• Prepare and maintain reports tracking KPIs; assist with scorecards and customer meetings.
• Develop and present improvement recommendations to the Customer Experience Manager and monitor processes for improvements.

Conocimientos

Customer service

Order management

Data analysis

Cross-functional collaboration

SAP SD

Microsoft Office

CRM systems

Incoterms

Fluent English

Fluent Spanish

Italian (advantage)

Educación

Bachelor's degree in Supply Chain/Logistics/Business Administration or related field

Herramientas

SAP SD

CRM systems

Microsoft Office

Descripción del empleo

Job title

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

• 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 meetings.
• Develop and present improvement recommendations to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement.

We offer

• Unique career paths across health, nutrition and beauty - explore what drives you and get the support to make it happen.
• A chance to impact millions of consumers every day – sustainability embedded in all we do.
• A science‑led company, cutting‑edge research and creativity everywhere – from biotech breakthroughs to sustainability game‑changers, you’ll work on what’s next.
• Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership.
• A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on.
• A community where your voice matters – it is essential to serve our customers well.

You bring

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• 2–3 years of experience in Customer Service, Order Management, Supply Chain, or a related customer‑facing operational role.
• Experience working with SAP SD and Microsoft Office applications (particularly Excel and PowerPoint) is required. Knowledge of CRM systems, export documentation, and Incoterms is highly valued.
• Strong communication and problem‑solving skills, with the ability to build effective relationships and collaborate across functions and geographies within a global organization.
• Ability to analyse customer data and KPIs, identify opportunities for process improvement, and take initiative to drive positive change.
• Proactive, positive, responsible, and eager to learn, with a high degree of ownership and adaptability in a fast‑paced environment.
• Fluent in English and Spanish; Italian is considered a strong advantage.

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.