Job title – Lead Specialist, CX

Location – Singapore

Job model – Hybrid

 

As a Customer Experience (CX) Specialist, you will be responsible for managing accurate and timely order processing in line with Order to Cash (OTC) principles and guidelines. You’ll handle all related communications, ensuring smooth coordination across functions while maintaining a strong focus on customer satisfaction and adherence to supply conditions.

 

  

Your key responsibilities

 

Main point of contact between customers, sales and other internal departmentsManage sales orders in-take via email and Web Portal. Order processing within 24 hours after receipt of order, and order confirmation within 24 hours after order entryProfessionally handle communication with customers and/or account managers regarding rush orders, order change requests, product availability issues, potential and/or known delays in product deliveries and orders under the minimum order valueProactively monitor status of open orders, confirm shipping dates, communicate problems and delays to customers and account managers, propose alternatives where appropriateCheck and monitor order blocks: pricing, credit, allocation, availability blocks, works in close collaboration with various functions - Sales/ Planning/ Finance/ Pricing AgentSupport sales management in the follow-up on outstanding payments, monitoring and escalating credit limits issues where appropriate

 

We bring

 

Unique career paths across health, nutrition and beauty – explore what drives you and get the support to make it happenA chance to impact millions of consumers every day – sustainability embedded in all we doA science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s nextGrowth that keeps up with you – you join an industry leader that will develop your expertise and leadershipA culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other onA community where your voice matters – it is essential to serve our customers well

 

You bring

 

Bachelor’s degree with at least 3 years of relevant experience in customer service and/or order managementProficiency in Japanese or Korean (spoken and written) is required to liaise with stakeholders in Japan/KoreaBusiness-level proficiency in English (spoken and written) to communicate effectively with internal teams and global partnersSkilled in Microsoft Word, Excel and PowerPointProject Management, Continuous improvement, Lean/Green Belt Six Sigma trainedSAP knowledge and experience, especially in SD & LE modules, preferable MM module

 

 

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. Should you need assistance, and are comfortable to share this, please let us know.

 

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.

www.dsm-firmenich.com