Senior/ Coordinator, Customer Quality Excellence

dsm-firmenich; Barcelona; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

dsm-firmenich is looking for a Senior/Coordinator Customer Quality Excellence in Barcelona or Delft. You will act as the quality voice for customers and internal partners, ensuring timely responses and driving improvements across QA processes.

You will collaborate across regions, support key account programs, and help implement new products and services while maintaining a strong customer focus and accountability.

Formación

• MSc / BSc level or equivalent in a relevant science field.
• Several years of operational Quality Assurance experience in the Food industry with proven customer interaction.
• High customer focus and strong stakeholder service orientation.
• Strong sense of accountability and initiative.
• Collaborative spirit; comfortable working across teams and countries.
• Good command of English; Spanish is a plus.

Responsabilidades

• Act as the quality key-contact for customers and internal partners, representing the customers' voice.
• Build customer QA relations by supporting Global and regional Key Account programs.
• Support and ensure effective complaint handling processes to meet customer expectations.
• Ensure timely and accurate responses to customer requests (e.g., issues and questionnaires).
• Identify opportunities to improve QA and customer service processes.
• Provide operational QA support across projects and assist sales/marketing with new products and services.

Conocimientos

Quality Assurance

Customer service

Stakeholder management

English

Spanish (preferable)

Educación

MSc/BSc in Chemistry or Food Technology or Microbiology

Descripción del empleo

Senior/ Coordinator, Customer Quality Excellence

Location: Barcelona, Spain or Delft, Netherlands

As our successful Senior/ Coordinator Customer Quality Excellence you will be a key quality partner for our customers and the internal organization, ensuring timely and accurate support for customer quality-related inquiries and quality deviations. By fostering strong collaboration, driving process improvements, and promoting operational excellence, you will contribute to an enhanced customer experience that delivers optimal service value across all our customer segments.

Responsibilities

• Act as the quality key-contact for our customers and internal business partners and be the customers quality voice in the organization
• Build customer QA relations by creating various service levels by supporting Global and regional Key Account program programs
• Support and ensure good complaint handling processes to fulfill customer expectations
• Ensure a timely and correct response to customer requests (e.g. Issues, questions, need for Quality statements, Questionnaires etc.)
• Seek opportunities to improve our customer services processes, e.g. for questions, issues and questionnaires.
• Provide operational support within projects, our internal sales functions in QA related topics and support our sales and marketing to implement new products and services.

What we offer

• A great company and team where your voice matters, where it is essential to serve our customers well.
• A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability gamechangers, 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 chance to impact millions of consumers every day – sustainability embedded in all we do

Qualifications

• MSc - BSc level or equivalent (chemistry, food technology, microbiology or similar).
• Several years (operational) Quality Assurance experience in the Food industry (manufacturing or business) with proven customer interaction
• High customer focus and strong stakeholder service orientation and mindset.
• A strong sense of accountability – you take initiative, speak up, and see things through. You are responsible and focus on what matters
• You have a collaborative spirit – you’re at your best when working across teams, functions and countries.
• Good level of written and oral communication skills in English (and preferably Spanish)

Equal Opportunity

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 to help – just let us know what you need, and we’ll do everything we can to make it work.