Senior Customer Experience Specialist – End-to-End Orders

dsm-firmenich; Princeton (NJ); Hybrid; USD 40,000 - 43,000; Full time

Job summary

dsm-firmenich in Princeton, NJ is seeking a Senior Specialist in Customer Experience to manage orders from entry through payment and to resolve inquiries with cross-functional teams. The role emphasizes driving KPIs, proactive communication, and strong problem-solving to ensure customer satisfaction.

The candidate will analyze service metrics, maintain data accuracy, support demand planning, and identify process improvements.

Qualifications

• Bachelor’s degree preferred.
• Minimum of 5 years’ experience in Customer Care and Customer Relationship management or similar environment.
• Client focus and ability to communicate in professional way.

Responsibilities

• Manage customer orders from entry through payment, ensuring timely processing, KPI achievement, and proactive communication on order status.
• Resolve customer inquiries and complaints related to returns, credits, non-conformances, and other service issues by coordinating with cross-functional teams.
• Handle complex customer care matters, including escalations, master data accuracy concerns, customer questionnaires, and non-routine requests.
• Analyze customer service performance metrics, identify trends, and recommend actions to improve operational efficiency and customer satisfaction.
• Build strong customer relationships by maintaining accurate customer information, understanding products and processes, and supporting demand planning activities.
• Collaborate closely with internal stakeholders, provide backup support for team members as needed, and continuously identify opportunities to improve processes and eliminate recurring issues.

Skills

Customer care

CRM experience

Communication

Education

Bachelor's degree preferred

5+ years in Customer Care/CRM

Tools

CRM software

Job description

dsm-firmenich in Princeton, NJ is seeking a Senior Specialist in Customer Experience to manage orders from entry through payment and to resolve inquiries with cross-functional teams. The role emphasizes driving KPIs, proactive communication, and strong problem-solving to ensure customer satisfaction.

The candidate will analyze service metrics, maintain data accuracy, support demand planning, and identify process improvements.