Princeton, NJ, US Hybrid Band J We're looking for a Senior Specialist - Customer Experience, to manage end-to-end client orders and build strong customer relationships. You'll handle everything from forecasting and inquiries to issue resolution-driving service excellence and continuous improvement every step of the way. 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. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Manages customer orders from order entry to payment in line with the performance KPIs defined (same day order entry) and keeps client informed pro-actively about order status. Work closely with clients to obtain client forecast and attend Demand Planning Reviews. Process customer complaints/inquiries related to returns, credit requests and non-conformances. Liaise with appropriate teams to resolve timely. Build customer intimacy and optimize customer care by continuously capturing relevant information on customers, Firmenich products, processes, and systems. Maintain professional relationships with internal stakeholders: ex. Commercial team. 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. Supportive environment where individuals are empowered to progress and contribute to meaningful change.
