Sr Specialist, Customer Experience

Location: Barcelona, Spain

Join us as our next Sr Specialist, Customer Expereience, Perfumery, and play a key role in delivering an outstanding customer experience by connecting customers, sales, logistics, and planning in a fast-paced global environment. Bring your French, SAP, and problem-solving skills to a company where you'll drive operational excellence, build lasting customer relationships, and grow your career while helping bring progress to life.

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.

Your key responsibilities

• Ensure an effective and efficient day-to-day order management/customer experience operations (including processing customer orders, changing orders, removing order blocks,etc..)
• Handle customer inquiries, process returns, and resolve customer issues promptly
• Regularly communicate with sales, logistics (including transportation and warehousing), accounts receivable and planning to resolve issues and ensure that customer expectations are met
• Work proactively and identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action. Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
• Monitor performance on agreed KPIs; ensure targets are met, develop improvement plans when necessary and support the preparation and review of internal and external scorecards.
• Build an excellent customer relationship
• Manage daily escalations and issues
• Analyze and define action plans to improve customer service for defined accounts

We bring

• Work in a dynamic and highly rewarding multicultural environment
• Attractive compensation package
• Possibility to grow within the company
• Flexible work-time arrangements

You bring

• This role requires +2 years´ experience in supply chain, logistics or a related function and at least 1 year of customer service experience.
• Bachelor’s degree in supply chain management, logistics, business administration or a related field.
• SAP SD, Office (Excel and Power Point) previous experience is required. Knowledge of other CRM systems will be highly valuated.
• Great communication verbal and written, emotional intelligence, active listening, excellent capabilities to resolve issues and advanced customer focus
• Pro-active, positive attitude, team spirit, collaborative, responsible and well-organized.
• Fluency in English and French is a mandatory

About dsm-firmenich

At dsm-firmenich, we don’t just meet expectations – we go beyond them.

Join our global team powered by science, creativity, and a shared purpose: to bring progress to life.

From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere.

And while you’re making a difference, we’ll make sure you’re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They’re essential to our future.

Because real progress only happens when we go beyond, together.

Inclusion, belonging and equal opportunity statement

At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve.

We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you.

And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.

Agency statement

We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.