Customer Experience Representative

DSM-Firmenich; Bellprat; Presencial; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

dsm-firmenich in Barcelona seeks a Customer Experience Representative to manage end-to-end order fulfillment and serve as the primary contact for customers.

You will collaborate with Sales, Planning, Logistics and Manufacturing, handle inquiries, returns, and claims, and produce KPI reports to support continuous improvement initiatives.

The role requires 2–3 years in customer service, SAP SD, Excel/PowerPoint, and English proficiency; other European languages are valued.

Formación

• Bachelor's degree in a related field is required.
• 2–3 years in customer service/order management.
• Experience with SAP SD and CRM systems is required.
• Proficient in Excel and PowerPoint; knowledge of export documentation and incoterms is valued.
• Strong communication skills and ability to analyze data to drive improvements.

Responsabilidades

• Oversee customer orders: entry, status, documentation, release, shipping tracking, and records.
• Regularly update customers and internal stakeholders on order status and issues.
• Handle inquiries, returns, and claims to resolve issues promptly.
• Identify process obstacles and coordinate corrective actions across functions.
• Produce KPI reports and participate in client meetings; support scorecards and management reviews.
• Suggest improvements to the Customer Experience Manager and monitor processes for ongoing optimization.

Conocimientos

Customer service experience

Educación

Bachelor's degree in supply chain management, logistics, business administration or a related field

Herramientas

SAP SD

Excel

PowerPoint

CRM systems

Descripción del empleo

Job Title: Customer Experience RepresentativeLocation: Barcelona, SpainPlace of Work: BarcelonaWe are looking for a Customer Experience Representative to join our Taste Europe Customer Experience team in Barcelona. This is a permanent position created to ensure continuity of service and customer support within the team.The Customer Experience Representative acts as the primary point of contact for customers and is responsible for managing the end-to-end order fulfillment process. The role requires close collaboration with Sales, Planning, Logistics, Manufacturing and other internal stakeholders to deliver outstanding customer experience.Your key responsibilitiesOversee 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 offerThe 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 bringPro-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-firmenichAt 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 processInterested in this position? Please apply on-line by uploading your resume in English via our career portal (www.dsm-firmenich.com/careers).Inclusion, belonging and equal opportunity statementAt 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 toAgency StatementPlease note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.