dsm-firmenich

Lead Expert Customer Care, Health, Nutrition & Care

dsm-firmenich

full-time

Posted on:

Location Type: Hybrid

Location: Anywhere in Europe

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Job Level

Senior

About the role

  • Lead and develop a team of Customer Care Specialists, fostering an inclusive, high‑performing culture grounded in growth, coaching, and collaboration.
  • Own and optimize the end‑to‑end Order‑to‑Cash process, ensuring efficient order intake, exception and complaints handling, and adherence to operational standards.
  • Strengthen partnerships with Sales, Supply Chain, Finance, Commercial and other internal teams to elevate customer satisfaction and streamline processes.
  • Ensure consistent application of standardized processes, best practices, and regulatory requirements across all EMEA markets.
  • Leverage data and insights to drive operational stability, improve performance, and implement effective corrective and preventive actions.
  • Champion quality, safety, and compliance by upholding SHE guidelines and ensuring robust process adherence and risk/issue management practices.

Requirements

  • A bachelor’s degree in supply chain, logistics, business administration, or a related field, along with 3–5 years of experience in customer service or order management.
  • Proven experience in leading or supervising teams, with a people‑first, inclusive, and coaching‑oriented mindset.
  • Strong knowledge of SAP (SD module), Microsoft applications, and familiarity with Incoterms and OTIF‑related processes.
  • Excellent communication skills in English and German (written and verbal), plus at least one additional language.
  • A solution‑oriented, accurate, and customer‑focused working style, even in complex or high‑pressure situations.
  • The ability to build strong partnerships, embrace change, and drive continuous improvement across diverse teams and markets.
Benefits
  • A purpose‑driven role in an organization committed to improving health and nutrition for people around the world.
  • A multicultural, collaborative environment with colleagues across Europe, the Middle East, and Africa.
  • Opportunities to develop people‑leadership capabilities and grow within a global Customer Experience organization.
  • The chance to actively shape processes, drive continuous improvement, and contribute to digital transformation initiatives.
  • Support for ongoing learning, training, and career development tailored to your aspirations.
  • A workplace that values diversity, well‑being, and a strong culture of safety, respect, and belonging
Applicant Tracking System Keywords

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

Hard Skills & Tools
order managementcustomer servicedata analysisprocess optimizationrisk managementSHE guidelinesOTIF processesSAP SD modulesupply chain managementlogistics
Soft Skills
leadershipcoachingcollaborationcommunicationproblem-solvingcustomer focusadaptabilitypartnership buildinginclusive mindsetcontinuous improvement