LEAD SPECIALIST, CX, TASTE, CHINA
Job Title : LEAD SPECIALIST
City, Country: Minhang, Shanghai, China
On Site
Job Band: I
By joining our winning customer experience team, you will play a key role in creating a unique
experience for our customers. Your entrepreneurship with natural client intimacy will help us to
delight consumers with iconic products leveraging market-differentiating capabilities for our
customers.
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
• Act as main customer contact, responsible and accountable for day-to-day enquiries and all
order-related activities. Proactively feedback in the event of deviation.
• Ensure a seamless and timely order management flow in close collaboration with planning
team.
• Coordinate and maintain effective communications with internal stakeholders concerning
customer requirements, issues and feedback, with respect to business priority.
• Strengthen customer intimacy by developing solid relationships, understanding customer
needs, proactively addressing issues, and providing satisfactory solutions.
• Initiate and lead O2C process improvement with smart / digital solutions.
• Act as role model for junior CX rep through daily routines.
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;
• Barrier-free communities within our organization where every employee is equally valued
and respected – regardless of their background, beliefs, or identity;
• 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
• At least 5 years in customer service, e-commerce or similar with deep knowledge of
supply chain operations and industry trends.
• Strong analytical skills and familiar with SAP ERP, MS Office.
• Knowledge on project management and/or digital tools (CRM, EDI, RPA) is a plus.
• Fluent English in both oral and written.
• Skilled at working in a fast-paced environment open to constant change in demands.
• Proactive, positive, adaptive, responsible, and organized.
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. 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.
www.dsm-firmenich.com