Lead Specialist (Expert), Customer Care, GC, B&C

Job title – Lead Expert, Customer Care, B&C, P&B

Location – Shanghai, China

As a Lead Expert, Customer Care, GC, B&C, you will be the point of contact between dsm-firmenich supply locations and customers in the region. To facilitate the fulfilment of dsm-firmenich Products within Greater China and to achieve prompt delivery of orders. To own the Order-To-Cash (OTC) process, and to ensure and maintain an efficient customer service level enhancing customer experience. Proactively identify and address gaps in processes and systems to foster continuous improvements.

Your key responsibilities

Order management (both commercial and sample orders) and Shipping Coordination: Validate PO from customers, ensure timely & accurate entry of customers’ orders, manage PO transfers and delivery notes creation. Follow up planning team on supply and allocation release. Coordinate with warehouses, forwarders, and distribution sites on shipment booking and track shipment status while updating the customers and answering their enquiries
Invoice and Documentation Management: Process goods receipts and create invoices for orders. Prepare and manage shipping documents, process credit and debit notes, and handle documentation across the region
Complaint Resolution: Investigate and resolve logistics service complaints, manage returns for justified complaints, and process credit notes as needed
Sales Estimation and KPI Management: On-time order processing, provide weekly sales estimations, update OTIF loss reasons, and ensure timely invoicing and backorder management in line with KPIs
Project Support and Process Improvement: Assist the Regional S&OP Lead with Operations Excellence initiatives, suggest process improvements, and contribute to workflow enhancements and productivity. Promote benefits of Customer Portal to customers
Reporting and Ad Hoc Tasks: Prepare regular reports, perform user acceptance testing (UAT), provide backup support for assigned markets, and complete any other ad hoc tasks as directed by the line manager

You bring

Minimum Diploma in Business Administration, Logistics, Supply Chain Management, or a related discipline. Candidates with relevant academic qualifications, including fresh graduates, may be considered
Minimum 5 years of relevant experience in order management, customer service or logistics, preferably in the chemical, pharmaceutical or related industry
Knowledge of international shipping practices & Incoterms. Preferred good knowledge in L/C negotiation and export documentation
Proficient in SAP (SD & MM modules) & Microsoft Office applications (esp. excel)
Strong spoken and written English communication skills are required
Proactive and customer-focused individual with strong problem-solving and interpersonal skills, able to thrive under pressure, work independently or as part of a team in a multi-cultural environment

We bring

The ability to be a part of a highly creative and imaginative team in an incredibly competitive and inspiring industry.
A challenging and rewarding function embedded in a team of passionate professionals.
A rich history and a promising future of bold scientific innovation and passionate creation with our customers
The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose.
A flexible work environment that empowers people to take accountability for their work and own the outcome.
A firm belief that working together with our customers is the key to achieving great things.

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 Iris Lv, Talent Acquisition Business Partner

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.

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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 the agency’s fees, percentages or similar.