JobTitle–Sr. Representative - Customer Care
Location– Mumbai, India
Job model– Hybrid
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.
Key Responsibilities
Ensure an effective and efficient day-to-day order management/customer experience operation (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 fulfilment 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
We bring
An open, trusted, and flexible work environment that empowers people to take accountability for their work and own the outcome.
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 stakeholders and suppliers 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
Bachelor's degree or Higher with minimum 4+ years of relevant work experience.
Good command of Hindi, English (both oral and written).
Digital savviness, great communication, organisation, and project management skills
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, colour, 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.
The application process
Interested in this position? Please apply online by uploading your resume in English via our career portal. For further information, please contact Sailaja Karra, Talent Acquisition Team (******)
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
Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates,not from agencies nor subject to agency's fees, percentages or similar.