dsm-firmenich

Lead Specialist, Customer Care, APAC

dsm-firmenich

full-time

Posted on:

Location Type: Office

Location: Singapore • Singapore

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Job Level

Senior

About the role

  • Order management (both commercial and sample orders) and Shipping Coordination: Validate PO from customers, ensure timely & accurate entry of customers’ orders, manage PO transfers and delivery notes creation. Follow up with planning team on supply and allocation release. Coordinate with warehouses, forwarders, and distribution sites on shipment booking and track shipment status while updating the customers and answering their enquiries.
  • Invoice and Documentation Management: Process goods receipts and create invoices for orders. Prepare and manage shipping documents, process credit and debit notes, and handle documentation across the region.
  • Complaint Resolution: Investigate and resolve logistics service complaints, manage returns for justified complaints, and process credit notes as needed.
  • Sales Estimation and KPI Management: On-time order processing, provide weekly sales estimations, update OTIF loss reasons, and ensure timely invoicing and backorder management in line with KPIs.
  • Project Support and Process Improvement: Assist the Regional S&OP Lead with Operations Excellence initiatives, suggest process improvements, and contribute to workflow enhancements and productivity. Promote benefits of Customer Portal to customers.
  • Reporting and Ad Hoc Tasks: Prepare regular reports, perform user acceptance testing (UAT), provide backup support for assigned markets, and complete any other ad hoc tasks as directed by the line manager.

Requirements

  • Minimum Diploma in Business Administration, Logistics, Supply Chain Management, or a related discipline. Candidates with relevant academic qualifications, including fresh graduates, may be considered
  • Minimum 3 years of relevant experience in order management, customer service or logistics, preferably in the chemical, pharmaceutical or related industry
  • Knowledge of international shipping practices & Incoterms.
  • Preferred good knowledge in L/C negotiation and export documentation
  • Proficient in SAP (SD & MM modules) & Microsoft Office applications (esp. excel)
  • Proficiency in Korean (spoken and written) is required to support business and customer communication needs.
  • Strong spoken and written English communication skills are also required
  • Proactive and customer-focused individual with strong problem-solving and interpersonal skills, able to thrive under pressure, work independently or as part of a team in a multi-cultural environment
Benefits
  • Unique career paths across health, nutrition and beauty – explore what drives you and get the support to make it happen
  • A chance to impact millions of consumers every day – sustainability embedded in all we do
  • A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next
  • Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership
  • A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on
  • A community where your voice matters – it is essential to serve our customers well

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
order managementshipping coordinationinvoice managementdocumentation managementcomplaint resolutionsales estimationKPI managementprocess improvementuser acceptance testingexport documentation
Soft skills
problem-solvinginterpersonal skillscustomer-focusedproactivecommunication skillsability to thrive under pressureindependent workteamworkmulti-cultural environment
Certifications
Diploma in Business AdministrationDiploma in LogisticsDiploma in Supply Chain Management