Job Title: Customer Service Analyst

City: El Salto, Jalisco

As a Customer Service Analyst you will be responsible for you will play a pivotal role in delivering outstanding customer experience within the North American region. Your responsibility will include order-management and communication with our valued customers, ensuring their needs are met with efficiency and professionalism.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Your Key Responsibilities

• Provide order management support for TTH-Pet Food, including order entry, allocation, returns, invoice disputes and credit adjustments utilizing information systems
• Coordinate order status, availability (pricing, and delivery to customers).
• Works with Food & Beverage business unit,



and commercial management to achieve accurate and timely delivery commitments.
• Proactively communicates supply issues to assigned customers via daily review of open order reports.
• Responsible for setting up and maintaining web accounts in Customer Portal; also responsible for updating and maintaining contact information in SAP, relating to customer and customer/material content
• Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated integral database.
• Represent Account Management and interface externally with customers. Finding value add to partner with sales.
• Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.
• Process the most complex customer orders for diverse customer base, which are globally structured and have multi-level organizations while proactively maintaining ongoing relationships with customer and DSM sales staff.
• Compile reports

📌 Customer Service Analyst (El Salto)
🏢 Dsm-Firmenich
📍 El Salto