Your key responsibilities
- Capturing Customer inquiries and orders, prioritizing them effectively and securing they are closed on the agreed service levels with full accountability from the moment the inquire is received till it is closed
- Executing order management, fulfillment and delivery processes as described on the SOP, escalating to manager when exceptions are identified
- Primary contact of the Customer and Account Managers of the assigned portfolio. Back up of counterparts upon request
- Listening to understand Customer needs and shares the insight with the rest of the organization and relevant stakeholders
- Understanding and monitoring KPI’s that are impacted by your role and actively performing root cause analysis
- Treating Service complaints with urgency engaging stakeholders to ensure a prompt effective resolution and next time avoidance
- Building and maintaining collaborative relationships with Customers and stakeholders. Understanding business and anticipating to Customer needs
- Being responsible for the Customer portfolio master data quality, Customer experience and onboarding new Customers effectively in the OTC journey
- Embracing change by adopting new processes systems and tools when required
We bring
A supportive environment where you’re empowered to grow and share your ideas.
An inclusive and multicultural team with respect for everyone.
A dynamic work environment with many challenges.
You bring
- Tertiary Education with relevant work experience
- Experience in a customer service environment (ideally B2B)
- Experience with ERP systems (SAP preferably)
- Passion for Customers, service attitude, capable to embrace end to end accountability
- Enthusiasm to embrace change and agile to adopt new ways of working
- Effective problem-solving skills in collaboration with others. Capability to read analytics that show your performance and accounts portfolio performance;
- Ability to efficiently plan, prioritize and co-ordinate multiple activities at the same time
How to apply:
Interested in this position? Please apply on-line by uploading your resume in English via our career portal. The procedure will generally be in line with the dsm-firmenich application process outlined on the dsm-firmenich career website. Due to privacy regulations, we can only actively interact with applications via our career portal.
Reference check procedures are part of the dsm-firmenich Recruitment & Selection Process. You will be contacted when these references checks are required.
dsm-firmenich is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protect.
dsm-firmenich is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.
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. With a diverse, worldwide team, we bring progress to life™ every day, everywhere, for billions of people.”
Job Types: Full-time, Permanent
Salary: From $66,500.00 per year
Schedule:
- Day shift
Supplemental pay types:
- Bonus
Ability to commute/relocate:
- EAST WAGGA WAGGA, NSW 2650: Reliably commute or planning to relocate before starting work (Required)
Experience:
- customer service, order processing: 2 years (Preferred)
Work Authorisation:
- Australia (Preferred)
Work Location: In person
