Customer Experience Associate

hace 3 semanas

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 statusProcess customer complaints/inquiries related to return, credit requests and non-conformances. Liaise with appropriate teams to resolve timelyLiaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelinesSolves 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 environmentBachelor degreeClient focus and ability to communicate in professional wayProficiency in MS Office, including Excel, Word and Outlook is requiredMinimal travel required**We value**:Diversity, Inclusiveness, BelongingContinuous Improvement Mindset, Leadership, Courage to be InnovativeTeamwork, Positive “Can Do” Team Player Attitude, Motivation, AdaptabilitySafety & Quality Conscious, IntegrityNegotiation, problem solving skills, and detail oriented are essential.Demonstrated ability to work both independently and with a team environmentExcellent organizational, verbal, and written communication skill**We offer**:High Challenge and High Reward EnvironmentEntry to exciting and inspiring world of perfumes and tasteCulture that values diversity where people are at the heart of the companyOpportunity to work for a company that cares about the environment and sets and achieves ambitious sustainability objectives

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