Lesaffre Savory Ingredients acquired dsm firmenich’s yeast extract go-to-market organization and know-how, enabling production of dsm-firmenich’s yeast extract products in Lesaffre’s global manufacturing network.

The Customer Care Specialist is responsible for delivering outstanding service to the assigned Customer’s portfolio in collaborative partnership with stakeholders building long lasting relationships. This role advocates Customer centricity with end-to-end accountability on the order to delivery Customer journey.

Key Accountabilities

• Capture Customer inquiries and orders prioritizing them effectively and securing they are closed on the agreed service levels with full accountability from the moment the inquire is received till it is closed.
• Execute order management, fulfillment and delivery processes as described on the SOP, escalating to manager when exceptions are identified.
• Primary contact of the Customer and Account Managers of the assigned portfolio. Back up of counterparts upon request.
• Listen to understand Customer needs and shares the insight with the rest of the organization and relevant stakeholders.
• Understands and monitor KPI’s that are impacted by his/her role and actively performs root cause analysis.
• Treats Service complaints with urgency engaging stakeholders to ensure a prompt effective resolution and next time avoidance.
• Building and maintaining collaborative relationships with Customers and stakeholders. Understanding business and anticipating to Customer needs.
• Responsible for the Customer portfolio master data quality.
• Responsible for the Customer experience and onboarding new Customers effectively in the OTC journey.
• Embracing change by adopting new processes systems and tools when required.
• Effective management of uncertainty, capable to manage effective business communication during force majeure.
• Leads the assigned “Championship” given such as Key user, Focus point or others.
• Captures on time feedback and shares insights through the designed tools.
• Suggest areas of improvement towards Customer experience and internal SOPs.
• Integrates new tools and technology to the day-to-day routine with enthusiasm.
• Understands and pursue the expected results for the assigned account portfolio.
• Make sure that the SHEQ management system is complied with, and act upon improvement opportunities and/ or non-compliance by internal and/ or external parties.

Education

Bachelor’s degree or equivalent

Experience

• Relevant disciplines: Supply Chain Management, Sales, Business Management, Product Management.
• Passionate for Customers, service attitude, capable to embrace end to end accountability
• Enthusiastic to embrace change and agile to adopt new ways of working
• Effective problem-solving skills in collaboration with others. Capable to read analytics that show his/her performance and accounts portfolio performance

Knowledge

Experienced in a customer service environment (ideally B2B)

Technical Skills

Experience with ERP systems is a must (SAP preferably)

Managerial & Behavioral Skills

• Able to efficiently plan, prioritize and co-ordinate multiple activities at the same time
• Results driven able to adapt communication to Customer language. · Seeks and acts on individual development feedback.
• Skill to Upskill · Basic digital knowledge · Team player