Lead Specialist, Customer Care, HNC GC

Job Title: Lead Specialist, Customer Care, HNC GC

City, Country: Shanghai, China

Are you passionate about delivering an outstanding customer experience while working across a dynamic and global organization? As a Customer Care Specialist, you will play a key role in ensuring seamless order execution and service delivery while coordinating with multiple internal stakeholders. This position offers a unique opportunity to develop expertise across customer operations, supply chain coordination, data analytics, and digital transformation. If you enjoy solving challenges, building relationships, and driving continuous improvement, we would love to hear from you.

Your key responsibilities

• Manage customer orders and support the full prospect-to-order and order-to-cash process.
• Ensure timely and accurate order execution while maintaining a high level of customer service.
• Monitor order fulfillment, inventory availability, delivery commitments, and operational performance.
• Act as the primary operational interface between customers and internal stakeholders across sales, supply chain, planning, manufacturing, logistics, quality, regulatory, and finance.
• Manage customer inquiries, escalations, complaints, and operational requests in a professional and timely manner.
• Support process improvements, digital initiatives, reporting activities, and operational excellence projects through data-driven insights.

We offer

• The opportunity to contribute to a business that positively impacts health, nutrition, and care around the world.
• An inclusive and collaborative workplace culture that encourages learning and professional growth.
• Exposure to cross-functional teams and end-to-end business operations that help broaden your expertise.
• Opportunities to participate in digital transformation and continuous improvement initiatives.
• Access to training, mentoring, and development resources to support long-term career progression.
• A culture built on collaboration, accountability, innovation, and customer focus.

You Bring

• Bachelor’s degree or above.
• At least 3-5 years of experience in customer service, customer operations, supply chain, logistics, planning, order management, or a related field.
• Advanced Excel skills, including pivot tables, formulas, reporting, and data analysis.
• Experience with Power BI, Power Query, dashboard reporting, data visualization tools, or similar digital solutions is preferred.
• Good communication skills in both Chinese and English.
• A customer-focused mindset, strong sense of ownership, accountability, and the ability to work effectively in a fast-paced environment.

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.

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.