Sr Expert, Regional CX TTH IS

Job Title: Sr Expert, Regional CX

City, Country: Cotia, Brazil

Hybrid

Band: H

As a Sr Expert, Regional CX, you are responsible for leading the team of Led Specialist to ensure correct order processing and communication, respecting the limits of the supply conditions and focusing on customer satisfaction.

He/she must understand the various information in the system and their interrelationships.

Establish liaison and assume local responsibility with logistics, planning and sales to mitigate problems and ensure customer satisfaction in all situations

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

Your key responsibilities

Coordinate and support Customer Experience teams in different countries, ensuring alignment of best practices, goals, and KPIs.
Develop and implement strategies to improve the customer journey, from initial contact through post-sales support.
Collaborate cross-functionally with Sales, Commercial, BSO, Marketing, Supply Chain, Quality, and IT to ensure an integrated and smooth customer experience.
Collect, analyze, and present customer feedback insights to drive actionable improvements.
Lead regional Customer Experience projects, including the implementation of new technologies, digital channels, and support automation.
Serve as a liaison between the global team and regional team, ensuring effective communication of global guidelines and local adaptation.

You Bring

Bachelor’s degree in supply chain management, logistics, business administration or a related field.
Experience in customer service and/or order management and previous experience as supervisory/managerial
Language skills: Intermediate Spanish and Advanced English
End to end ownership execution, Cross-functional collaboration, Agility & persistence, Root Cause Analysis(RCA), Crisis Management
Technical skills on SAP Sales and Distribution, Office Excel, PowerPoint

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.
The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose.
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.

How to apply

Interested in this job? Apply online by submitting your resume through our career portal. Generally, the procedure will be in line with the application process described on the dsm-firmenich careers website. Due to privacy regulations, we can only actively interact with applications through the career portal.

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. Should you need assistance, and are comfortable to share this, please let us know.

About dsm-firmenich

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.

www.dsm-firmenich.com