Senior Customer Experience Manager - Plainsboro, NJ

Senior Customer Experience ManagerPrinceton, NJ, USHybridBand: GWe currently have an immediate opportunity for a Customer Experience (CX) Senior Manager within the North American Regional Supply Chain Perfumery team. This is a critical position working with internal and external stakeholders to deliver customer commitments while symmetrically balancing company objectives of service, cost, and cash.At dsm-firmenich, being a force for good is not optional. 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.Your Key Responsibilities• Lead, coach, and develop the CX team and self to drive delivery of exceptional customer service​• Develop and lead strong internal/external collaborative customer relationships ensuring an evolution of customers satisfaction and leadership on action plans• Develop and implement CX strategy ensuring CX team engagement, process adoption and routines​ while adhering to quality, safety, and compliance standards for E2E execution• Oversee the entire customer journey while understanding and utilizing data to optimize performance and drive continuous improvement• KPI monitoring and proactive escalation management aligned with business priorities (OTIF, SLAs, NCs, inventory, forecast accuracy, automation/ digitalization)• Lead weekly flash landing review and sales & operations execution meetings with business to responsibly manage business goals and objectivesWe bring• Sustainability is much more than a claim and is core to our strategy and purpose;• A flexible work environment that empowers people to take accountability for their work and own the outcome;• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;• A firm belief that working together with our customers is the key to achieving great things;• An eagerness to be one team and learn from each other to bring progress to life and create a better future• We offer competitive pay, career growth opportunities, and outstanding benefit programsYou bring• Bachelor’s degree in supply chain management, logistics, business administration, or a related field. An MBA, master’s degree or equivalent experience in a related field is preferred.• 5-7 years' experience in customer service and/or order management and 3+ previous experience as a supervisor/manager.• Strong computer skills in Word, Excel, PowerPoint and other relevant CRM software.• This individual will need to be extremely organized and efficient, with the ability to understand cause and effect relationships while identifying high quality solutions in a fast-paced environment with competing deadlines, but also enjoys more challenging project work.• Strong track record of taking on additional responsibilities and willingness to take on new responsibilities and projects with a growth mindset and a champion of dsm-firmenich’s Fundamentals and Winning Behaviors.• High understanding and commitment to handle matters with utmost confidence and keen sense of poise, tact and diplomacy.dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich.As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity.Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, genetic information, protected veteran status, or any other status protected by law.We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.