Job Title : LEAD SPECIALIST City, Country: Minhang, Shanghai, China On Site Job Band: I The elevator pitch of the role By joining our winning customer experience team, you will play a key role in creating a unique experience for our customers. Your entrepreneurship with natural client intimacy will help us to delight consumers with iconic products leveraging market-differentiating capabilities for our customers. At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. Your key responsibilities • Act as main customer contact, responsible and accountable for day-to-day enquiries and all order-related activities. Proactively feedback in the event of deviation. • Ensure a seamless and timely order management flow in close collaboration with planning team. • Coordinate and maintain effective communications with internal stakeholders concerning customer requirements, issues and feedback, with respect to business priority. • Strengthen customer intimacy by developing solid relationships, understanding customer needs, proactively addressing issues, and providing satisfactory solutions. • Initiate and lead O2C process improvement with smart / digital solutions. • Act as role model for junior CX rep through daily routines. We bring • A rich history and a promising future of bold scientific innovation and passionate creation with our customers; • A space to grow by encouraging and supporting curiosity and an open mindset; • A culture that prioritizes safety and well-being, both physically and mentally; 2/3 dsm-firmenich CONFIDENTIAL - The information contained in this document is confidential. Unauthorized disclosure is not allowed. • Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity; • A firm belief that working together with our customers is the key to achieving great things; • An eagerness to be one team and learn from each other to bring progress to life and create a better future; You bring • At least 5 years in customer service, e-commerce or similar with deep knowledge of supply chain operations and industry trends. • Strong analytical skills and familiar with SAP ERP, MS Office. • Knowledge on project management and/or digital tools (CRM, EDI, RPA) is a plus. • Fluent English in both oral and written. • Skilled at working in a fast-paced environment open to constant change in demands. • Proactive, positive, adaptive, responsible, and organized. Equal opportunities commitment dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: (here,) there’s a place for everyone with us. dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. Our people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job- related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know. About DSM-Firmenich As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch 3/3 dsm-firmenich CONFIDENTIAL - The information contained in this document is confidential. Unauthorized disclosure is not allowed. company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people. www.dsm-firmenich.com