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.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich 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. 

Sr Customer Experience Manager is responsible to support business growth and profitability through customer satisfaction. This function will be reporting to 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 so as 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.
•    Have close collaboration with commercial and related' stakeholders (internal & external) to deliver challenging customers' requirements / needs and set Key Performance Indicators (KPI)
•    Versatile and quick to address customer, commercial and related stakeholder's 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.
•    Thorough follow up and closure on customer feedback and complaints
•    Monitor & track order to cash processes
•    Assist to reduce overall inventory cost by optimizing forecast, providing good analysis and provision of customer demand, rigorous monitoring of on-time delivery
•    Participate in projects which requires Customer Service involvement

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;
•    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: 
•    Bachelor 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 of managerial role
•    Individual who carries a growth mindset
•    Experience in implementation of continuous improvement and/or lean methodologies is preferred.
•    Experience in measuring key performance metrics, and inmotivating 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. dsm-firmenich is a Swiss-Dutch 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.