Customer Service Supervisor, APAC

Job title – Customer Service Supervisor, APAC

Location – Singapore

As the Customer Service Supervisor, APAC, you will be leading the Customer Experience team to provide efficient & effective management of order fulfillment, to deliver final product and goods “on time in full” (OTIF) & in good condition, without complaint towards our customers, providing support to all internal & external customers.

At dsm-firmenich, people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.

Your key responsibilities

Regional Customer Experience Leadership: Oversee regional customer experience compliance operations, providing strategic guidance and leadership to ensure alignment with business goals for the region
Team Management & Development: Manage, coach, and mentor the team members. Manage and drive the team to improve performance, efficiency & resolve conflicts, including escalations. Create a back-up plan and act as backup during departmental colleague’s absence when necessary
Project Management: Lead integration, business transformation projects, balancing priorities and ensuring timely, high-quality outcomes
Cross-Regional/Functional Coordination: Collaborate with other Sales, Business and Planning to develop capabilities for cross-regional operations, supporting Sales growth in the country/region
Productivity Initiatives: Develop and implement productivity initiatives to drive efficiency in both regional and cross-regional logistics operations. Work closely with Logistics colleagues in other Business Units to increase synergies, increase service levels and assist in importation/exportation processes
Performance & KPI Management: Ensure regional performance meets or exceeds KPIs, maintaining high standards of service and operational efficiency. Handle customer complaints, collaborate with respective functions for complaints investigation and ensure complaint closure within expected timeframe

We offer

Unique career paths across health, nutrition and beauty – explore what drives you and get the support to make it happen
A chance to impact millions of consumers every day – sustainability embedded in all we do
A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next
Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership
A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on
A community where your voice matters – it is essential to serve our customers well

You bring

University degree with at least 5 years equivalent experience in customer experience or order management (OTC)
Must have SAP experience – SD & LE module, highly preferred – MM modules
Preferably with team lead experience
Must be highly energetic with ability to drive for results.
Well-developed communication skills. Good level of numeracy
High level of accountability, resilience and emotional regulation

About dsm-firmenich

At dsm-firmenich, we don’t just meet expectations – we go beyond them.

Join our global team powered by science, creativity, and a shared purpose: to bring progress to life.

From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere.

And while you’re making a difference, we’ll make sure you’re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They’re essential to our future.

Because real progress only happens when we go beyond, together.

Inclusion, belonging and equal opportunity statement

At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve.

We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.

And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.

Agency statement

We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.