Senior Specialist - Customer Experience - Princeton, NJ

DSM

12d • $29 - $31

About The Position

We’re looking for a Senior Specialist - Customer Experience, to manage end-to-end client orders and build strong customer relationships. You’ll handle everything from forecasting and inquiries to issue resolution—driving service excellence and continuous improvement every step of the way.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Requirements

• College degree preferred. Equivalent experience will be considered in lieu of degree.
• Minimum 1-3 years prior experience in customer service & business-to-business/B2B.
• Proficiency in MS Office, including Excel, Word and Outlook is required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Requires intermediate analytical skills.

Responsibilities

• Manages customer orders from order entry to payment in line with the performance KPIs defined (same day order entry) and keeps client informed pro-actively about order status.
• Work closely with clients to obtain client forecast and attend Demand Planning Reviews.
• Process customer complaints/inquiries related to returns, credit requests and non-conformances. Liaise with appropriate teams to resolve timely.
• Build customer intimacy and optimize customer care by continuously capturing relevant information on customers, Firmenich products, processes, and systems.
• Maintain professional relationships with internal stakeholders: ex. Commercial team.
• Liaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelines.

Benefits

• Opportunities for growth and advancement for those who embrace innovation and take initiative.
• Supportive environment where individuals are empowered to progress and contribute to meaningful change.
• Responsibility and accountability in living company values and driving sustainable solutions.
• Recognition and celebration of your efforts and accomplishments.
• A flexible work environment that empowers people to take accountability for their work and own the outcome
• Dedication to creating better futures for customers, communities, people, and the planet.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level