Customer Care Specialist

DSM
Canada
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2-5 yearsSkills: ["Communication","Solutions-oriented","Collaboration","Urgency","Continuous improvement"]

Serve as the first point of contact for customers, owning end-to-end order fulfillment from purchase order through delivery and invoicing. Act as the primary liaison for inquiries, complaints, and documentation requests while maintaining accurate customer master data and supporting release/lot-to-order processes. Track and report KPIs, drive portal adoption initiatives, and ensure compliance with ISO 9001, SOPs, and SHE standards through close cross-functional collaboration.

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FursaFursa
DSM
DSM
22 hours ago

Customer Care Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 minutes agoStatus: Live

Job Summary

Serve as the first point of contact for customers, owning end-to-end order fulfillment from purchase order through delivery and invoicing. Act as the primary liaison for inquiries, complaints, and documentation requests while maintaining accurate customer master data and supporting release/lot-to-order processes. Track and report KPIs, drive portal adoption initiatives, and ensure compliance with ISO 9001, SOPs, and SHE standards through close cross-functional collaboration.
Location: Canada
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage end-to-end order fulfillment, including entry, tracking, changes, reconciliation, delivery, and invoicing.
  • •Serve as primary liaison for customers to resolve inquiries, complaints (CCR), and documentation requests such as product data sheets and certificates.
  • •Maintain accurate Customer Master Data and support Positive Release and lot-to-order processes.
  • •Monitor and report KPIs, support customer-centric initiatives, and drive portal registration/adoption campaigns.
  • •Ensure compliance with ISO 9001, SOPs, and SHE standards, and collaborate cross-functionally to allocate technical requests and support continuous improvement.

Key Requirements

  • •Post-secondary education or equivalent business experience.
  • •2–5 years in Customer Care, Supply Chain, or logistics; experience leading teams or projects is a plus.
  • •Strong proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and internet tools.
  • •Working knowledge of SAP (Sales & Distribution module) for order processing, invoicing, and returns is preferred.
  • •Collaborative, solutions-oriented mindset with leadership and team-player qualities; bilingual skills are an asset.
Experience:2-5 years
Skills:CommunicationSolutions-orientedCollaborationUrgencyContinuous improvement
Tech Stack:Microsoft OfficeOutlookWordExcelPowerPointSAPSales & Distribution (SD)ISO 9001SOPKPIs

Company Brief

DSM
DSM-Firmenich is a global leader in food ingredients, nutrition, fragrances and beauty solutions, formed by the merger of DSM and Firmenich to provide sustainable, science-driven products and services across food, health and personal care industries.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Geneva, Switzerland
Founded: 2023
WebsiteLinkedIn