Lead Specialist, Customer Care, HNC GC

DSM
Shanghai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer-focused mindset","Ownership","Accountability","Communication","Process improvement"]

Own customer orders end-to-end across prospect-to-order and order-to-cash, ensuring timely, accurate execution and strong customer service. Monitor fulfillment, inventory availability, and delivery commitments while acting as the operational interface between customers and internal teams spanning sales, supply chain, planning, manufacturing, logistics, quality, regulatory, and finance. Handle inquiries, escalations, and operational requests, and drive process improvements and reporting using data-driven insights.

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FursaFursa
DSM
DSM
2 days ago

Lead Specialist, Customer Care, HNC GC

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Last checked: 4 hours agoStatus: Live

Job Summary

Own customer orders end-to-end across prospect-to-order and order-to-cash, ensuring timely, accurate execution and strong customer service. Monitor fulfillment, inventory availability, and delivery commitments while acting as the operational interface between customers and internal teams spanning sales, supply chain, planning, manufacturing, logistics, quality, regulatory, and finance. Handle inquiries, escalations, and operational requests, and drive process improvements and reporting using data-driven insights.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage customer orders and support the prospect-to-order and order-to-cash process.
  • •Ensure timely and accurate order execution while maintaining high customer service quality.
  • •Monitor order fulfillment, inventory availability, delivery commitments, and operational performance.
  • •Serve as the primary operational interface between customers and internal stakeholders across multiple functions.
  • •Handle customer inquiries, escalations, complaints, and operational requests, and support process improvements and reporting using data-driven insights.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •Bachelor’s degree (or above).
  • •At least 3-5 years of experience in customer service, customer operations, supply chain, logistics, planning, order management, or a related field.
  • •Advanced Excel skills, including pivot tables, formulas, reporting, and data analysis.
  • •Preferred experience with Power BI, Power Query, dashboard reporting, data visualization tools, or similar digital solutions.
  • •Good communication skills in both Chinese and English, with a customer-focused mindset and ownership/accountability in a fast-paced environment.
Education:Bachelor's
Skills:Customer-focused mindsetOwnershipAccountabilityCommunicationProcess improvement
Languages:ChineseEnglish
Tech Stack:ExcelPower BIPower Query

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