Lead Specialist, CX, Taste

DSM
Mumbai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5-10 yearsEducation: mastersSkills: ["Leadership","Collaboration","Analytical skills","Communication","Emotional intelligence","Negotiation","Active listening","Attention to detail","Crisis management","Ownership"]

Lead customer experience by streamlining order-to-cash workflows, accurately capturing demand, and resolving supply chain issues to ensure timely, complete deliveries. Partner closely with Sales, Logistics, Accounts Receivable, and Planning to manage order processing, issue resolution, crisis handling, and release management. Own customer constraints, drive non-conformity closure, support demand planning, and use clean data and SAP to meet customer KPIs.

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FursaFursa
DSM
DSM
13 hours ago

Lead Specialist, CX, Taste

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Job Summary

Lead customer experience by streamlining order-to-cash workflows, accurately capturing demand, and resolving supply chain issues to ensure timely, complete deliveries. Partner closely with Sales, Logistics, Accounts Receivable, and Planning to manage order processing, issue resolution, crisis handling, and release management. Own customer constraints, drive non-conformity closure, support demand planning, and use clean data and SAP to meet customer KPIs.
Location: Mumbai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Streamline Order-to-Cash processes and coordinate customer needs efficiently.
  • •Accurately comprehend and input customer demand, and conduct monthly demand planning activities.
  • •Resolve supply chain challenges and manage order processing, issue resolution, and release management.
  • •Foster transparent communication between customers and Firmenich, providing timely feedback and owning customer constraints to enhance service standards.
  • •Initiate, monitor, and close out customer non-conformities; also arrange major client visits for business and performance reviews and consignment stock assessment.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •Graduation/Post-Graduation, preferably MBA/PGDBM.
  • •5–10 years of experience in Supply Chain or Customer Experience.
  • •Strong business acumen with leadership, collaboration, analytical, and communication skills.
  • •Proficiency in SAP.
  • •Knowledge and experience handling export/import shipments, including bank-channel documents; added advantage with INCO terms and global logistics knowledge.
Experience:5-10 yearsSupply chainCustomer experienceExport importLogistics
Education:Master's
Skills:LeadershipCollaborationAnalytical skillsCommunicationEmotional intelligenceNegotiationActive listeningAttention to detailCrisis managementOwnership
Tech Stack:SAP

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