Lead Expert Customer Care for Health, Nutrition & Care, EMEA

As Lead Expert Customer Care for Health, Nutrition & Care, EMEA, you will play a key role in shaping exceptional customer experiences across a diverse and dynamic region. You will drive operational excellence and empower a team of specialists to deliver a seamless Order‑to‑Cash process. Working closely with cross‑functional partners, you will reduce complexity, strengthen collaboration, and ensure high service standards for our customers. If you thrive in a fast‑changing environment and enjoy leading people through transformation, this role offers a unique opportunity to make a meaningful impact.

Your key responsibilities

Lead and develop a team of Customer Care Specialists, fostering an inclusive, high‑performing culture grounded in growth, coaching, and collaboration.
Own and optimize the end‑to‑end Order‑to‑Cash process, ensuring efficient order intake, exception and complaints handling, and adherence to operational standards
Strengthen partnerships with Sales, Supply Chain, Finance, Commercial and other internal teams to elevate customer satisfaction and streamline processes.
Ensure consistent application of standardized processes, best practices, and regulatory requirements across all EMEA markets.
Leverage data and insights to drive operational stability, improve performance, and implement effective corrective and preventive actions.
Champion quality, safety, and compliance by upholding SHE guidelines and ensuring robust process adherence and risk/issue management practices.

We offer

A purpose‑driven role in an organization committed to improving health and nutrition for people around the world.
A multicultural, collaborative environment with colleagues across Europe, the Middle East, and Africa.
Opportunities to develop people‑leadership capabilities and grow within a global Customer Experience organization.
The chance to actively shape processes, drive continuous improvement, and contribute to digital transformation initiatives.
Support for ongoing learning, training, and career development tailored to your aspirations.
A workplace that values diversity, well‑being, and a strong culture of safety, respect, and belonging

You bring

A bachelor’s degree in supply chain, logistics, business administration, or a related field, along with 3–5 years of experience in customer service or order management.
Proven experience in leading or supervising teams, with a people‑first, inclusive, and coaching‑oriented mindset.
Strong knowledge of SAP (SD module), Microsoft applications, and familiarity with Incoterms and OTIF‑related processes.
Excellent communication skills in English and German (written and verbal), plus at least one additional language.
A solution‑oriented, accurate, and customer‑focused working style, even in complex or high‑pressure situations.
The ability to build strong partnerships, embrace change, and drive continuous improvement across diverse teams and markets

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.

Our application process

Interested in this position? Please apply on-line by uploading your resume in English via our career portal. https://careers.dsm-firmenich.com/en/careers.html

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.