Customer Experience Representative
Midrand, ZA
3d ago

Customer Experience Representative

Location : Midrand, South Africa (12 months fixed term)

At Firmenich people are at the heart of the company, we are committed to equal employment opportunities and value diversity in workplace

Key Responsibilities :

  • Oversee customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition and document management.
  • Regularly update customers, suppliers and internal stakeholders on order status and any issues.

  • Handle customer inquiries, process returns, and resolve customer issues promptly.
  • Identify potential obstacles in the fulfillment 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 and improve customer feedback systems, understanding customer expectations and translating the voice of the customer for internal stakeholders.
  • Produce and maintain reports presenting and analyzing key performance indicators. Support the preparation and review of internal and external scorecards.
  • Develop and present recommended improvements to the Customer Experience Manager. Monitor systems and processes to identify opportunities for continuous improvement.
  • We value :

  • Bachelor’s degree in supply chain management, logistics, business administration or a related field.
  • This role requires 3 - 5 years’ experience in customer service and / or order management.
  • SAP SD, Office (Excel and Power Point) previous experience is required. Knowledge of other CRM systems will be highly valuated.
  • Good communication skills and excellent capabilities to resolve issues
  • Capability to analyze customer data and KPI’s
  • Initiative to identify process improvements
  • High level of English is required. French will be highly appreciated.
  • We offer :

  • Entry to the exciting and inspiring world of perfumes and taste
  • A fast paced environment with highly talented people driven to make it happen.
  • Joining a performing team focused on partnering and winning together.
  • To be in the front line to bring innovation to our Customers.
  • To be part of a company shaping a strong legacy through breakthrough industrial innovations and technology.
  • Highly rewarding environment.
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