Associate Customer Experience Manager - Plainsboro, Nj

DSM-Firmenich • Princeton, NJ

428d

About The Position

The Associate Customer Experience Manager will lead the Customer Experience (CX) team within the North American Regional Supply Chain Perfumery team at dsm-firmenich. This role focuses on enhancing leadership and people management skills while ensuring exceptional customer service delivery and fostering strong internal and external customer relationships. The position emphasizes the importance of sustainability, diversity, and inclusion in the workplace.

Requirements

• Bachelor's degree preferred in supply chain management, logistics, business administration or a related field.
• Three to five years experience in customer service and/or order management and previous experience in a supervisory/managerial role.
• Strong computer skills in Word, Excel, PowerPoint and other relevant CRM software.
• Extremely organized and efficient, with the ability to understand cause and effect relationships while identifying high quality solutions in a fast-paced environment with competing deadlines.
• Strong track record of taking on additional responsibilities and willingness to take on new responsibilities and projects with a growth mindset.

Nice To Haves

• Experience in the perfumery or fragrance industry.
• Familiarity with sustainability practices in supply chain management.

Responsibilities

• Lead, coach, and develop a team of customer experience specialists to drive delivery of exceptional customer service.
• Develop strong internal/external collaborative customer relationships ensuring an evolution of customer satisfaction and leadership on action plans.
• Ensure order book management delivering on company revenue goals and supporting forecast improvements via collaboration.
• Break down and execute CX strategy ensuring CX team engagement, process adoption and routines while adhering to quality, safety, and compliance standards for E2E execution.
• Understand and utilize data to optimize performance and drive continuous improvement (workload management, process adherence, etc.).
• Develop leadership skills to support the growth of the team and organization.

Benefits

• Competitive pay
• Career growth opportunities
• Outstanding benefit programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees