Senior/ Coordinator, Customer Quality Excellence

dsm-firmenich; Delft; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Great team culture

Science-led company

Growth opportunities

Sustainability embedded

Job summary

DSM-Firmenich in Delft, Netherlands is seeking a Senior/Coordinator Customer Quality Excellence to be a key quality partner for customers and internal teams, ensuring timely and accurate support for customer quality-related inquiries and quality deviations.

You will drive process improvements, collaborate across functions and countries, and promote operational excellence to deliver superior service value across all customer segments.

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 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)

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.

Skills

Customer focus

Stakeholder service

English communication

Collaborative spirit

Education

MSc/BSc level or equivalent

Job description

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.

• Barcelona, Spain or Delft, Netherlands
• Barcelona Realia, Spain
• Barcelona Auditori, Spain
• Delft Biotech Campus, Netherlands

Your key 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.

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

You bring:

• 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)