**Customer Experience Manager** **Mumbai, India** **Hybrid** Join our dynamic Customer Experience team, where you'll be instrumental in crafting an outstanding customer journey. Your innate client rapport and entrepreneurial spirit will drive customer satisfaction by capitalizing on our unique market strengths. Your emotional intelligence and a dept negotiation skills will foster strong partnerships throughout the supply chain, ensuring timely and complete product delivery. As a business catalyst, you'll maintain open channels of communication with sales, logistics, accounts receivable, and planning to swiftly address issues and meet customer expectations. Your active listening skills, coupled with persistence, will foster customer loyalty and contribute to our sales and revenue targets by delivering unparalleled service. Your crisis management abilities will be invaluable in day-to-day order management, covering tasks like order processing, resolving issues, and managing releases. Your meticulous attention to detail and precision will guarantee clean and accurate data management and predictive analysis, facilitating our achievement of customer KPIs. By becoming a part of our team, you'll embark on a career-enhancing journey as we transform customer experience, championing exceptional service and growth while shaping our legacy through innovative technology. At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace. **Your key responsibilities** -Relationship Management: Build and maintain strong relationships with customers, including key accounts, by understanding their needs, goals, and expectations. Act as the primary point of contact for customers and establish effective communication channels. -Customer Satisfaction: Monitor customer satisfaction levels through surveys, feedback, and regular interactions. Address any concerns or issues promptly and effectively to ensure high customer satisfaction and retention. -Customer Support: Provide excellent customer support by responding to inquiries, resolving complaints, and addressing any customer-related issues. Collaborate with internal teams, such as sales, logistics, and operations, to resolve customer concerns and improve service levels. -Continuous Improvement: Proactively seek feedback from customers and internal stakeholders to identify areas for improvement in supply chain processes, customer service, and overall customer experience. Implement appropriate measures to enhance operational efficiency and customer satisfaction. - Work collaboratively with regional planning and T&D team to define production, inventory, and airfreight strategy. - Act as the SPOC person for Internal stake holders with Production, Planning, Transport & Distribution, Quality, Finance for any escalation and handling projects. - Lead S&OE for India, work collaboratively with Commercial for Inventory Losses, NPI and discontinuation. **We bring** - A space to grow by encouraging and supporting curiosity and an open mindset; - A culture that prioritizes safety and well-being, both physically and mentally; - A flexible work environment that empowers people to take accountability for their work and own the outcome; - Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity; - A firm belief that working together with our customers is the key to achieving great things; - An eagerness to be one team and learn from each other to bring progress to life and create a better future; **You bring** - Graduation/Post graduation: preferbly MBA/PGDBM - 10-12 years of experience in supply chain/Customer experience - Business Acumen, Leadership, Collaboration, Analytical skills and Good communication. - Good SAP knowledge **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.