Job title: Customer Experience Representative
Location: Barcelona, Spain
Introduction
We are looking for a customer-focused and proactive professional who is passionate about delivering exceptional service and building strong relationships. In this role, you will represent dsm-firmenich to some of our key clients, playing a critical role in shaping the customer experience and contributing to the success of strategic partnerships that have a significant impact on our business.
As a Customer Experience Representative, you will be the primary point of contact for supply chain support within our EUR Taste division, ensuring seamless service delivery and consistently meeting customer expectations. You will collaborate closely with Account Managers, Planning, Logistics, and other cross-functional teams, giving you broad exposure across the organization and the opportunity to influence outcomes that matter to both our customers and our business.
Your key responsibilities
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Oversee customer orders, including order entry, order status updates, document creation, order release, shipment tracking, and document management.
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Regularly update customers and internal stakeholders on order status and any issues that may arise.
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Handle customer inquiries, returns, and claims, ensuring prompt and effective resolution.
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Identify potential obstacles in the fulfilment process and collaborate with stakeholders to implement corrective actions. Use root-cause analysis to identify key drivers of order failures and support continuous improvement initiatives.
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Understand customer expectations and translate the voice of the customer into actionable insights for internal stakeholders.
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Prepare and maintain reports that track and analyse key performance indicators. Support the preparation and review of scorecards and participate in customer meetings.
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Develop and present improvement recommendations to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement.
We offer
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Unique career paths across health, nutrition and beauty - explore what drives you and get the support to make it happen.
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A chance to impact millions of consumers every day – sustainability embedded in all we do.
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A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next.
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Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership.
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A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on.
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A community where your voice matters – it is essential to serve our customers well.
You bring
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Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.
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2–3 years of experience in Customer Service, Order Management, Supply Chain, or a related customer-facing operational role.
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Experience working with SAP SD and Microsoft Office applications (particularly Excel and PowerPoint) is required. Knowledge of CRM systems, export documentation, and Incoterms is highly valued.
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Strong communication and problem-solving skills, with the ability to build effective relationships and collaborate across functions and geographies within a global organization.
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Ability to analyse customer data and KPIs, identify opportunities for process improvement, and take initiative to drive positive change.
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Proactive, positive, responsible, and eager to learn, with a high degree of ownership and adaptability in a fast-paced environment.
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Fluent in English and Spanish; Italian is considered a strong advantage.
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.
Application process
Interested in this position? Please apply on-line by uploading your resume in English via our career portal. Due to data privacy reasons, we do not handle any applications sent by email. Please be so kind to use the link provided https://careers.dsm-firmenich.com/en/careers.html.
Pre-employment screenings are part of our recruitment process. You will be informed during the process what is expected of you.
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, 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.
