Customer Documentation Specialist, EMEA

vor 6 Monaten

Kaiseraugst, Schweiz DSM Vollzeit

Customer Documentation Specialist, EMEA

Kaiseraugst, Switzerland

Hybrid

Customer Request Management is vital for winning new business and defending existing ones, significantly influencing customer perception.

In this role, you will contribute to the success of the EMEA Beauty & Care (B&C) business by managing customer documentation requests across all B&C segments.

You will support our customers’ queries and documentation requests either for new products qualifications or for the maintenance of their quality and regulatory documentation requirements.

This role is key to improving customer satisfaction, strengthening relationships, and supporting positive customer perceptions. Internally, this role supports global and regional marketing & sales by creating centralized product expertise and increasing accountability and efficiency.

DEI Statement

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to 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:

The scope of our Customer Documentation Specialist, EMEA covers a broad range of topics (quality, regulatory, sustainability, safety…), requiring strong technical documentation expertise and product know-how in all Beauty & Care segments. You will understand customers’ effective needs and find appropriate documents or solutions in line with dsm-firmenich capabilities. You will manage daily EMEA customer requests with speed and customer orientation, in line with B&C strategy and customer segmentation plan. You will be responsible for ensuring the overall quality, completeness, and timely delivery of customer documentation requests, if necessary by coordinating with key internal stakeholders on both a regional and global scale. You will provide technical documentation training to account managers and distributors. And report regional customers’ requests statistics to the regional team. 

We bring:

A rich history and a promising future of bold scientific innovation and passionate creation with our customers. A space to grow by encouraging and supporting curiosity and an open mindset. A culture that prioritizes safety and well-being, both physically and mentally. The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose. 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.

You bring:

Education in cosmetics or technical expertise / product know-how in Beauty & Care would be an advantage. At least 5 years of experience in B2B or B2C business. English language skills both verbal and written; additional languages are an advantage. Ability to translate internal oriented information to a customer-oriented answer. Strong written and verbal communication skills, particularly related to challenging requests. Analytical mindset and prioritization-related skills.

Equal opportunities commitment

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: (here,) there’s a place for everyone with us.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. Our people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, 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.

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