Lead Specialist, CX

Job Title: Customer Service Analyst

City: El Salto, Jalisco

As a Lead Specialist, CX you will be responsible for you will play a pivotal role in delivering outstanding customer experience within the North American region. Your responsibility will include order-management and communication with our valued customers, ensuring their needs are met with efficiency and professionalism.

( This position is NOT a call center role) .

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting 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

• Provide order management support for TTH-Pet Food, including order entry, allocation, returns, invoice disputes and credit adjustments utilizing information systems • Coordinate order status, availability (pricing, and delivery to customers). • Works with Food & Beverage business unit, and commercial management to achieve accurate and timely delivery commitments. • Proactively communicates supply issues to assigned customers via daily review of open order reports. • Responsible for setting up and maintaining web accounts in Customer Portal; also responsible for updating and maintaining contact information in SAP, relating to customer and customer/material content • Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated global database. • Represent Account Management and interface externally with customers. Finding value add to partner with sales. • Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders. • Process the most complex customer orders for diverse customer base, which are globally structured and have multi-level organizations while proactively maintaining ongoing relationships with customer and DSM sales staff. • Compile reports for account managers as requested.

You Bring

• Minimum of 1-3 years’ experience in related areas supporting marketing, sales, customer service, technical services, supply, logistics supporting clients. • English advanced / Spanish advanced • Demonstrated ability to synthesize and identify specific issues with customers. • Skills: attention to details, organization, conflict management

We Bring

A place to grow and develop. A company that is purpose-led and performance-driven in a corporate culture that values people and planet.