Purpose of the job

Perform a variety of functions to ensure that all applications run smoothly and that all customer inquiries are appropriately addressed, including providing first and second line application support, resolving technical queries, and communicating solutions directly to customers, with a focus on providing an excellent customer experience.

Job Content:

Key Areas of Accountability / Responsibility

The Position:

• Pro-active monitoring of automated channels to identify any issues or errors in the transmission of EDI messages
• Track failed messages, route to the appropriate teams with initial triage (business or technical), and then monitoring the progress of ticket resolution
• Co-ordinate with Customer Service and Technical team to resolve the problem as quickly as possible
• Identify common errors and alert Technical/Business team for long-term solutions
• Maintain up-to-date documentation on procedures and processes related to monitoring and resolving EDI errors
• In depth EDI knowledge (understanding EDI interfaces / IDOC management + SAP setup)
• WebMethods knowledge 
• Understanding IDOC management + basic OTC / SD knowledge 
• Able to communicate with stakeholders (customer service / IT) & customers

Knowledge and educational level

Education level

• Bachelor’s degree

Knowledge & Skills

• 2 to 3 years overall work experience, preferably in Customer Support.
• Collaborative abilities: They must be able to work effectively with cross-functional teams.
• Communications skills: They must have excellent written and verbal communication skills for documentation and customer support duties, as well as be comfortable communicating complex concepts to others with varying levels of seniority and technical competence.
• Customer service abilities: They must be able to provide customer support and deal with escalated customer issues.
• Problem-solving abilities: They must be naturally curious and creative individuals with a strong desire to solve problems and a passion for innovation.
• Interpersonal skills: They need these to effectively influence and communicate across departments.

Organizational skills: They must be able to multitask, prioritize work effectively, and adapt under pressure.

The application process : 

Interested in this position? Please apply on-line by uploading your resume in English via our career portal. For further information, please contact , Talent Acquisition

(**************@dsm.com)

 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: there’s a place for everyone at dsm-firmenich.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich 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. Should you need assistance, and are comfortable to share this, please let us know.

About dsm-firmenich

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

#ext