Job Title: Customer Service Analyst
City: El Salto, Jalisco
As a Lead Specialist, CX 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.
(This position is NOT a call center role).
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 general 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 escalation 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.

📌 Lead specialist, cx (El Salto)
🏢 Dsm-Firmenich
📍 El Salto