Lead Specialist - Customer Experience (CX)

Job Role – Lead Specialist – Customer Experience (CX)

Location – Mumbai

At dsm-firmenich we strive to achieve a world where you don’t have to choose between taste, texture, or health - and can enjoy it all. Our innovative ingredients, expertise, and solutions bridge the gap between the delicious, the nutritious, and the sustainable.

You will play a key role in delivering an exceptional customer journey by building strong client relationships and driving customer satisfaction. Collaborating closely with Sales, Logistics, Accounts Receivable, and Planning, you will ensure seamless order management, timely deliveries, and effective issue resolution. Your emotional intelligence, negotiation skills, and attention to detail will strengthen partnerships, ensure data accuracy, and support customer KPIs. Through proactive communication and crisis management, you will foster customer loyalty and contribute to sustainable business growth.

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:

Streamline Order-to-Cash processes while accurately capturing and managing customer demand.
Proactively resolve supply chain challenges to ensure timely and smooth deliveries.
Maintain clear, transparent communication with customers, providing regular updates and feedback.
Own and manage customer constraints and non-conformities, driving continuous service improvement.
Lead monthly demand planning activities and identify action plans with timely follow-ups.
Partner with the commercial team and key customers through reviews, visits, and consignment stock assessments.

We Bring:

A team of diverse employees who aren’t afraid to think outside of the box.
A truly global and collaborative team that cares about the experience of our employees.
The encouragement you need to develop and achieve personal growth.
A role that is crucial on projects and allows you to build your brand.
A caring and supportive environment where you’re empowered to grow and share your ideas

You Bring:

Graduation/Post-Graduation, preferably MBA/PGDBM.
5–10 years of experience in Supply Chain or Customer Experience.
Strong business acumen, leadership, collaboration, analytical skills, and communication.
Proficiency in SAP.

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 (www. dsm-firmenich.com/careers).For further information, please contact Shradha Tiwari, Talent Acquisition Partner (Shradha.tiwari@dsm-firmenich.com).

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