Senior CX Specialist - Elevate Customer Experience

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

Benefits offered by this job

Annual incentive pay

Retirement savings plan

Health care coverage

Paid time off

Recognition programs

Job summary

dsm-firmenich in Princeton, NJ seeks a Senior Specialist in the Customer Experience team to oversee the end-to-end customer journey from order entry to payment. You will act as the primary contact for customers, resolving inquiries, processing orders, and coordinating with cross-functional teams to ensure timely and effective support.

The role calls for a minimum of 5 years in Customer Care/CRM, strong client-facing communication, and a focus on delivering exceptional service while driving

Qualifications

• Bachelor's degree preferred.
• Minimum 5 years’ experience in Customer Care and Customer Relationship management.
• Client focus and ability to communicate in a 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

Education

Bachelor's degree

Job description

dsm-firmenich in Princeton, NJ seeks a Senior Specialist in the Customer Experience team to oversee the end-to-end customer journey from order entry to payment. You will act as the primary contact for customers, resolving inquiries, processing orders, and coordinating with cross-functional teams to ensure timely and effective support.

The role calls for a minimum of 5 years in Customer Care/CRM, strong client-facing communication, and a focus on delivering exceptional service while driving