Senior Specialist, Customer Experience - Princeton, NJ

About the Role

Key Responsibilities

• 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, such as the Commercial team.
• Liaise with appropriate teams and ensure all customer inquiries are handled in a timely manner, adhering to operating model, standard processes, business rules, and guidelines.

Requirements

• College degree preferred. Equivalent experience will be considered in lieu of degree.
• Minimum 1-3 years prior experience in customer service & business-to-business/B2B.
• Proficiency in MS Office, including Excel, Word, and Outlook.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Requires intermediate analytical skills.

Qualifications

• College degree preferred or equivalent experience.

Benefits & Perks

• Opportunities for growth and advancement for those who embrace innovation and take initiative.
• Supportive environment where individuals are empowered to progress and contribute to meaningful change.
• Responsibility and accountability in living company values and driving sustainable solutions.
• Recognition and celebration of efforts and accomplishments.
• A flexible work environment that empowers people to take accountability for their work and own the outcome.
• Comprehensive total rewards package including annual incentive pay, retirement savings plan, health care coverage, paid time off, recognition programs, and other benefits.