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.

In this role you will play a pivotal role in shaping an exceptional customer journey. Your ability to build strong client relationships and your entrepreneurial mindset will drive customer satisfaction by leveraging our unique market strengths.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting 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 and coordinate customer needs efficiently.
Accurately comprehend and input customer demand.
Resolve supply chain challenges to ensure smooth deliveries.
Foster transparent and effective communication between customers and Firmenich, providing timely feedback.
Take ownership of customer constraints and continuously enhance service standards.
Initiate, monitor, and close out customer non-conformities effectively.

We Bring

A space to grow by encouraging curiosity and an open mindset.
A culture that prioritizes physical and mental well-being.
A flexible work environment that empowers accountability and ownership.
Barrier-free communities where every employee is valued and respected.
Equal access to opportunities, belonging, and authenticity.
A strong belief that collaboration with customers drives success.

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 Kanika Maloo, Talent Acquisition Partner (kanika.maloo@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