Lead Specialist, Customer Experience

Lead Specialist, Customer Experience
Zhangjiang, Shanghai

Your key responsibilities

Manage sales order intake and ensure processing and confirmation within 24 hours.
Monitor call-offs, delivery lead times, pricing, and inform account management and customers.
Check and resolve order blocks in collaboration with Sales, Planning, Finance, and PA.
Handle customer complaints, maintain CRM, and manage return orders and related documentation.
Keep stakeholders updated on order status, risks, and suggest alternatives when needed.
Support sales with payment follow-up, maintain customer master data, and act as backup or focal point for special assignments.

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

College or university degree, or equivalent experience in supply chain/customer service.
Strong English reading and writing skills.
Minimum 3 years of experience in customer service or supply chain.
Proficiency in Microsoft Office and ERP systems, preferably SAP.
Knowledge of project management and commercial skills.
Ability to work in a multicultural environment with strong communication and teamwork skills.

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 belong and equal opportunities

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.