Lead Specialist, Customer Care, HNC APAC

Job Role- Lead Specialist Customer Care HNC APAC

Location: Mumbai

At dsm-firmenich we strive to achieve a world where you dont have to choose between taste texture or health - and can enjoy it all. Our innovative ingredients expertise and solutions bridge the gap between the delicious the nutritious and the sustainable.

As a Customer Service Specialist you will be the point of contact between customers and DSM Nutritional Products (DNP) supply locations in the subregion. To facilitate the supply of DSM Products within the India and South Asia subregion and to achieve prompt delivery of orders. To own the Order-To-Cash (OTC) process and to ensure and maintain an efficient customer service level. Proactively identify and address gaps in processes and systems to foster continuous improvements.

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:

1. Customer & Order Management: Act as the single point of contact for customers handling order receipt confirmations pricing checks payment terms and credit releases.
2. Order Execution & Fulfilment: Manage end-to-end order execution including shipping instructions delivery notes dispatch coordination and regular shipment status updates in collaboration with production supply planning warehouses and transporters.
3. Inquiry Handling & Stakeholder Coordination: Resolve open customer inquiries and coordinate with internal teams to ensure timely delivery material availability and service fulfilment.
4. Invoicing & Documentation: Process goods receipts create invoices manage shipping documents and handle credit/debit notes and related documentation accurately and on time.
5. Sales Forecasting & KPI Tracking: Prepare weekly sales estimations monitor OTIF performance and loss reasons manage backorders and ensure timely invoices aligned with KPIs.
6. Operations Excellence & Reporting: Support Regional S&OP and Operations Excellence initiatives drive process improvements conduct UAT prepare reports provide backup support for assigned markets and handle ad-hoc tasks as required.

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.
• The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose.
• A flexible work environment that empowers people to take accountability for their work and own the outcome.
• Barrier-free communities within our organization where every employee is equally valued and respected regardless of their background beliefs or identity.

You Bring:

• Bachelors Degree. Preferably in Business Administration / Logistics and Supply Chain Management.
• 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 ISO certification L/C negotiation and export documentation.
• Proficient in SAP (SD & MM modules) & Microsoft Office applications (esp excel).
• Good spoken and written English communication skills.
• 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.

About dsm-firmenich:

At dsm-firmenich we dont just meet expectations we go beyond them. Join our global team powered by science creativity and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare the impact of your work here will be felt by millions every single day. Whether its fragrance that helps you focus alternative meat thats better for the planet or reducing sugar without losing flavor this is where you help shape the future of nutrition health and beauty for everyone everywhere. And while youre making a difference well make sure youre growing too. With learning that never stops a culture that lifts you up and the freedom to move across businesses teams and borders. Your voice matters here. And your ideas Theyre essential to our future. Because real progress only happens when we go beyond together.

Our application process:

Interested in this position Please apply on-line by uploading your resume in English via our career portal ( further information please contact Shradha Tiwari Talent Acquisition Partner ().

Inclusion belonging and equal opportunity statement:

At dsm-firmenich we believe being a force for good starts with the way we treat each other. When people feel supported included and free to be themselves they do their best work and thats exactly the kind of culture were building. A place where opportunity is truly equal authenticity is celebrated and everyone has the chance to grow contribute and feel they belong.

Were proud to be an equal opportunity employer and were serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing were committed to reflecting the world we serve. We welcome candidates from all backgrounds no matter your gender ethnicity sexual orientation or anything else that makes you you. And if you have a disability or need any support through the application process were here to help just let us know what you need and well do everything we can to make it work.

Agency statement

Were managing this search directly at dsm-firmenich. If youre applying as an individual wed love to hear from you. Were not accepting agency submissions or proposals involving fees or commissions for this role