SENIOR CUSTOMER EXPERIENCE MANAGER

At dsm-firmenich, people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.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: there’s a place for everyone at dsm-firmenich.Sr Customer Experience Manager

is responsible to support business growth and profitability through customer satisfaction. This function will be reporting to the Head of Customer Experience who is based in dsm-firmenich Cileungsi site.Key Responsibilities:Maximize business benefit by developing and implementing the right Customer Experience strategies that leverage on dsm-firmenich capabilities.Promote the "Customer Orientated" value within the Supply Chain Organization.Build an intimate relationship with dsm-firmenich commercial partners and Customers' key representatives.Review service level agreements with commercial and other Supply Chain functions to ensure a Supply Chain-compliant document.Define and implement agreed KPIs jointly with key business partners and implement B2B with selected clients to maximize improvements in operational efficiency.Provide solid customer service support to commercial and prospects.Collaborate closely with commercial and related stakeholders (internal & external) to deliver challenging customer requirements/needs and set Key Performance Indicators (KPI).Address customer, commercial, and related stakeholder challenges/concerns while ensuring on-time deliveries.Maintain clear effective communications with customers by highlighting potential issues, opportunities, and action plans if such situations arise.Thoroughly follow up and close on customer feedback and complaints.Monitor & track order to cash processes.Assist in reducing overall inventory cost by optimizing forecasts, providing good analysis and provision of customer demand, and rigorous monitoring of on-time delivery.Participate in projects that require Customer Service involvement.You bring:Bachelor's degree in Engineering or MS degree in Chemistry, Industrial, Food Science or Supply-Chain Management from an accredited university required.A minimum of 10 years’ experience in Customer Service/Customer Care/Customer Experience/Order to Cash within the food, beverage, pharma, chemical or allied products industries.A minimum of 5 years’ experience in a managerial role.Growth mindset.Experience in implementation of continuous improvement and/or lean methodologies is preferred.Experience in measuring key performance metrics and motivating and holding people accountable for results.Previous change management experience/ability to operate as a value-added business partner with other key stakeholders to drive change is also a plus.Excellent communication and team building skills.Strong organizational and time management skills.Skilled at working in a fast-paced environment open to constant change in demands.Self-directed individual with a Can-Do attitude and the ability to work within a team.Professional written and verbal communication and interpersonal skills.Good knowledge of MS Office and SAP ERP systems and analytical skills (MS Excel).Good knowledge of international freight/export & import is also a plus.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.Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates,

not from agencies nor subject to agency’s fees, percentages or similar.

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