Customer Experience Representative

5 months ago

Shanghai, China DSM Full time

Job Title : Customer experience representative

City, Country: Minhang, Shanghai, China

On Site

CL: S12

The elevator pitch of the role

By joining our winning customer experience team, you will play a key role in creating a unique experience for our customers. Your entrepreneurship with strong client intimacy will help us to delight consumers with our iconic products leveraging market differentiation capabilities.

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

Your key responsibilities

• Act as main customer contact, responsible and accountable for managing day-to-day enquiries and all order-related activities. Proactively feedback in the event of deviation.

• Ensure a seamless and timely order management flow in close collaboration with planning team.

• Coordinate and maintain effective communications with internal stakeholders (such as commercial, logistics, quality and other cross functional teams) concerning customer requirements, issues and feedback.

• Strengthen customer intimacy by developing solid relationships, understanding customer needs, proactively addressing issues, and providing satisfactory solutions.

• Actively work on O2C process improvement with smart / digital solutions.

• Maintain service levels according to business priority.

We bring

• A rich history and a promising future of bold scientific innovation and passionate creation with our customers;

• A space to grow by encouraging and supporting curiosity and an open mindset;

• A culture that prioritizes safety and well-being, both physically and mentally;

• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;

• A firm belief that working together with our customers is the key to achieving great things;

• An eagerness to be one team and learn from each other to bring progress to life and create a better future;

 

You bring

At least 3 years in customer service, e-commerce or similar with deep knowledge of supply chain operations and industry trends. Strong analytical skills and familiar with SAP ERP, MS Office. Knowledge on project management and/or digital tools (CRM, EDI, RPA, Python) is a plus. Fluent English in both oral and written. Skilled at working in a fast-paced environment open to constant change in demands. Proactive, positive, adaptive, responsible, and organized.

Equal opportunities commitment

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: (here,) there’s a place for everyone with us.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. Our people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process.

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