Customer Experience Associate

hace 5 días


Toluca, México Firmenich A tiempo completo

**Location**: Toluca, Estado de México, México

**Key Responsibilities**:
Manages customer orders from order entry to payment in line with the performance KPIs defined (e.g. same day order entry ) and keeps client informed pro-actively about order status

Process customer complaints/inquiries related to return, credit requests and non-conformances. Liaise with appropriate teams to resolve timely

Liaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelines

Solves non-routine customer care issues (escalations, Master Data quality and accuracy, customer questionnaires, non-conformances)

Drives KPI analysis and proposes action plans for performance improvement, and Customer satisfaction at optimum cost

**Requirements**:
Minimum of 5 years experience in Customer Care and Customer Relationship management or similar environment

Bachelor degree

Client focus and ability to communicate in professional way

Proficiency in MS Office, including Excel, Word and Outlook is required

Minimal travel required

**We value**:
Diversity, Inclusiveness, Belonging

Continuous Improvement Mindset, Leadership, Courage to be Innovative

Teamwork, Positive “Can Do” Team Player Attitude, Motivation, Adaptability

Safety & Quality Conscious, Integrity

Negotiation, problem solving skills, and detail oriented are essential.

Demonstrated ability to work both independently and with a team environment

Excellent organizational, verbal, and written communication skill

**We offer**:
High Challenge and High Reward Environment

Entry to exciting and inspiring world of perfumes and taste

Culture that values diversity where people are at the heart of the company

Opportunity to work for a company that cares about the environment and sets and achieves ambitious sustainability objectives



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