Lead Specialist, CX

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

Job Title: Customer Service Analyst

City: El Salto, Jalisco

As a Lead Specialist, CX you will be responsible for you will play a pivotal role in delivering outstanding customer experience within the North American region. Your responsibility will include order-management and communication with our valued customers, ensuring their needs are met with efficiency and professionalism.

(This position is NOT a call center role).

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Your key responsibilities

• Provide order management support for TTH-Pet Food, including order entry, allocation, returns, invoice disputes and credit adjustments utilizing information systems
• Coordinate order status, availability (pricing, and delivery to customers).
• Works with Food & Beverage business unit, and commercial management to achieve accurate and timely delivery commitments.
• Proactively communicates supply issues to assigned customers via daily review of open order reports.
• Responsible for setting up and maintaining web accounts in Customer Portal; also responsible for updating and maintaining contact information in SAP, relating to customer and customer/material content
• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated global database.
• Represent Account Management and interface externally with customers. Finding value add to partner with sales.
• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalation sales orders.
• Process the most complex customer orders for diverse customer base, which are globally structured and have multi-level organizations while proactively maintaining ongoing relationships with customer and DSM sales staff.
• Compile reports for account managers as requested.

You Bring

• Minimum of 1-3 years’ experience in related areas supporting marketing, sales, customer service, technical services, supply, logistics supporting clients.
• English advanced / Spanish advanced
• Demonstrated ability to synthesize and identify specific issues with customers.
• Skills: attention to details, organization, conflict management

We Bring

• A place to grow and develop. A company that is purpose-led and performance-driven in a corporate culture that values people and planet.
• The opportunity to work on growing brands and build on a strong foundation.
• The chance to make improvements and make an impact on the business.

Equal opportunities commitment

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity is equal, so everyone can thrive.

We do not discriminate: (here,) there’s a place for everyone with us.

dsm-firmenich is an Equal Opportunity andAffirmativeActionEmployer . Our people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.

About dsm-firmenich

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people.

www.dsm-firmenich.com