Senior Specialist, Customer Experience - Princeton, NJ

dsm-firmenich•Princeton, NJ

2d•$29 - $31•Onsite

About The Position

Join our Customer Experience team as a Senior Specialist and play a vital role in delivering a seamless customer journey from order entry through payment. In this role, you will serve as a key point of contact for customers, managing inquiries, resolving order and service-related issues, and partnering with cross-functional teams to provide timely and effective support. You will leverage your problem-solving skills and attention to detail to drive customer satisfaction while ensuring operational excellence. Additionally, you will identify opportunities for process improvement and build strong relationships with customers and internal stakeholders to support long-term success.

Requirements

Minimum of 5 years’ experience in Customer Care and Customer Relationship management or similar environment
Client focus and ability to communicate in professional way

Nice To Haves

Bachelor’s degree preferred

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.