CX & Order Management Lead

dsm-firmenich; El Salto; On-site; MXN 240,000 - 360,000; Full time

Job summary

The Lead Specialist, CX at dsm-firmenich in El Salto, Jalisco will manage order processes and communication with customers to ensure accurate, timely service. This role emphasizes accurate order entry, issue resolution, and proactive updates outside of a call center context.

You'll collaborate with sales and logistics to align on delivery commitments, maintain customer portals, and document complaints in global databases, while delivering a consistently high level of customer experience.

Qualifications

• Minimum 1-3 years’ experience supporting marketing, sales, customer service or logistics.
• English advanced / Spanish advanced.
• Demonstrated ability to synthesize and identify issues with customers.
• Skills: attention to details, organization, conflict management.

Responsibilities

• Provide order management support for the relevant products, including order entry, allocation, returns and invoice disputes.
• Coordinate order status, availability, pricing, and delivery to customers.
• Collaborate with business units and management to meet delivery commitments.
• Proactively communicate supply issues to customers via daily reviews of open orders.
• Set up and maintain web accounts in Customer Portal; update SAP contact details.
• Acknowledge and follow-up on customer logistics and quality complaints in the global database.
• Represent Account Management and partner with sales; identify and resolve blocked orders.
• Process complex orders for a diverse global customer base and maintain relationships with customers and DSM staff.
• Compile reports for account managers as requested.

Skills

Order management

Customer service

Communication

English

Spanish

Attention to detail

Organization

Conflict resolution

Job description

The Lead Specialist, CX at dsm-firmenich in El Salto, Jalisco will manage order processes and communication with customers to ensure accurate, timely service. This role emphasizes accurate order entry, issue resolution, and proactive updates outside of a call center context.

You'll collaborate with sales and logistics to align on delivery commitments, maintain customer portals, and document complaints in global databases, while delivering a consistently high level of customer experience.