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Job ID:  32739
Job function:  Marketing & Sales
Experience level:  Experienced Hire
Business:  DSM Nutritional Products

Customer Care Specialist - Parsippany, NJ

DSM – Bright Science. Brighter Living.™

Royal DSM is a purpose-led global science-based company in Nutrition, Health and Sustainable Living. DSM is driving economic prosperity, environmental progress and social advances to create sustainable value for all stakeholders. DSM delivers innovative business solutions for human nutrition, animal nutrition, personal care and aroma, medical devices, green products and applications, and new mobility and connectivity. DSM and its associated companies deliver annual net sales of about €10 billion with approximately 23,000 employees. The company is listed on Euronext Amsterdam. More information can be found at www.dsm.com.

Customer Care Specialist - Parsippany, NJ


The Challenge

This person will be the primary contact to provide order management support for DSM Nutritional Products Human Nutrition and Health customers.  The Customer Care Specialist will develop and deliver customer solutions that support business strategies and meet customer expectations,  interact with sales team/sales management on a regular basis and effectively communicate with the supply chain team and Premix operations unit on as needed basis.


The Position

  • Provide order management support for Human Nutrition and Health (HNH) NA Gold and Web accounts, including order entry, allocation, returns, invoice disputes and credit adjustments utilizing information systems.

  • Coordinate order status, availability (pricing, and delivery to customers).

  • Works with supply chain and human nutrition premix operations, and commercial management to achieve accurate and timely delivery commitments.

  • Proactively communicates supply issues to assigned customers via daily review of open order reports.

  • Responsible for setting up and maintaining web accounts in Customer Portal; also responsible for updating and maintaining contact information in SAP, relating to customer and customer/material content.

  • Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated global database; handles inquiries in Webshop mailbox as well as voice mail system of both web and global accounts.

  • Represent Account Management and interface externally with customers at Industry Unit meetings, sales meetings, trade shows, etc.

  • Follow up with account managers and customer sales leads.

  • Conduct training and mentoring programs for less experienced AMC staff, sales management teams and other key internal areas.

  • Institutes appropriate service level response and prioritization based upon strategic customer value by balancing customer expectations within DNP policies and procedures.


The Ideal

  • BS/BA degree or Associates plus relevant experience required

  • Must have 0-2 years of experience in related areas (marketing, sales, customer service, technical services)

  • Demonstrated knowledge of DSM Nutritional Products Human Nutrition & Health product portfolio for dietary supplement, food applications and personal care, preferred.

  • Demonstrated ability to synthesize and identify specific issues with customers

  • Demonstrated ability to direct issues to correct internal stakeholder. (i.e. DQM, technical marketing team, sales management, etc.)

  • Travel required as needed

  • Strong knowledge of Microsoft application (Outlook, Word, Excel, PowerPoint) and Internet portals.

  • Required knowledge in SAP or similar software platform;

  • Strong written and verbal communication skills, interpersonal and negotiation skills required


The Reward

Working for DSM means the opportunity to really contribute to improve  people’s lives and solving the challenges of today’s world. Challenging jobs, career opportunities and an inspiring environment allow you to enhance your personal development. DSM recognizes that the on-going success of the company depends on the continued development and engagement of our employees and pursues a fair and competitive remuneration policy, recognizing individual and team competencies and performance.


Procedure & Contact

Interested in this position? Please apply on-line by sending us your resume and cover letter via the career portal (www.dsm.com/careers).

Reference check procedures are part of the DSM Recruitment & Selection Process. You will be

contacted when these references checks are required.

Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.

Royal DSM and its associated companies deliver annual net sales of about €10 billion with approximately 23,000 employees. The company is listed on Euronext. For more information about DSM see http://www.dsm.com or connect on 

DSM in 3 minutes

Do you know that DSM has the broadest portfolio of nutritional ingredients - that millions of people already have our biomaterials in their body - and that our innovations make materials lighter, healthier, safer, stronger, more durable and have a lower environmental footprint? This short 3 minute video shares our portfolio in Nutrition, Health and Sustainable Living