Lead Specialist, CX, Taste

Job Title: Lead Specialist – Customer Experience (CX)

Location: Mumbai, India

Band: I

About the Role

Join our Customer Experience team and play a pivotal role in shaping an exceptional customer journey. Your ability to build strong client relationships and your entrepreneurial mindset will drive customer satisfaction by leveraging our unique market strengths.

Your emotional intelligence and adept negotiation skills will strengthen partnerships across the supply chain, ensuring timely and complete product delivery. As a business catalyst, you will maintain open communication channels with Sales, Logistics, Accounts Receivable, and Planning to swiftly resolve issues and exceed customer expectations.

Your persistence and active listening will foster loyalty and contribute to revenue growth through unparalleled service. Crisis management will be key in day-to-day order management, including order processing, issue resolution, and release management.

Your precision and attention to detail will ensure clean data management and predictive analysis, enabling us to meet customer KPIs. By joining us, you embark on a career-enhancing journey to transform customer experience, championing service excellence and growth while shaping our legacy through innovation.

Key Responsibilities

• Streamline Order-to-Cash processes and coordinate customer needs efficiently.
• Accurately comprehend and input customer demand.
• Resolve supply chain challenges to ensure smooth deliveries.
• Foster transparent and effective communication between customers and Firmenich, providing timely feedback.
• Take ownership of customer constraints and continuously enhance service standards.
• Initiate, monitor, and close out customer non-conformities effectively.
• Conduct monthly demand planning activities based on customer input.
• Identify and suggest action plans, ensuring follow-up.
• Collaborate with the commercial team to address potential commercial issues.
• Arrange visits for major clients, conducting business and performance reviews and assessing consignment stock inventory.
• Knowledge and experience handling export import shipments, documents through bank channel.
• Added advantage candidate knows about export import INCO terms & global logistics knowledge and experience.

We Bring

• A space to grow by encouraging curiosity and an open mindset.
• A culture that prioritizes physical and mental well-being.
• A flexible work environment that empowers accountability and ownership.
• Barrier-free communities where every employee is valued and respected.
• Equal access to opportunities, belonging, and authenticity.
• A strong belief that collaboration with customers drives success.
• A commitment to learning from each other to create a better future.

You Bring

• Graduation/Post-Graduation, preferably MBA/PGDBM.
• 5–10 years of experience in Supply Chain or Customer Experience.
• Strong business acumen, leadership, collaboration, analytical skills, and communication.
• Proficiency in SAP.

About dsm-firmenich:

At dsm-firmenich, we don’t 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 it’s fragrance that helps you focus, alternative meat that’s 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 you’re making a difference, we’ll make sure you’re 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? They’re 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 (www. dsm-firmenich.com/careers).For further information, please contact Kanika Maloo, Talent Acquisition Partner ([email protected]).

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 that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re 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, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.

Agency statement

We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role