Lead Specialist, CX

Zhangjiang, Shanghai

Your key responsibilities

• Manage sales order intake and ensure processing and confirmation within 24 hours.
• Monitor call-offs, delivery lead times, pricing, and inform account management and customers.
• Check and resolve order blocks in collaboration with Sales, Planning, Finance, and PA.
• Handle customer complaints, maintain CRM, and manage return orders and related documentation.
• Keep stakeholders updated on order status, risks, and suggest alternatives when needed.
• Support sales with payment follow-up, maintain customer master data, and act as backup or focal point for special assignments.

We offer

• Unique career paths across health, nutrition and beauty - explore what drives you and get the support to make it happen.
• A chance to impact millions of consumers every day – sustainability embedded in all we do.
• A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next.
• Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership.
• A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on.
• A community where your voice matters – it is essential to serve our customers well.

You bring

• College or university degree, or equivalent experience in supply chain/customer service.
• Strong English reading and writing skills.
• Minimum 3 years of experience in customer service or supply chain.
• Proficiency in Microsoft Office and ERP systems, preferably SAP.
• Knowledge of project management and commercial skills.
• Ability to work in a multicultural environment with strong communication and teamwork skills.

About Dsm-firmenich

dsm-firmenich is a global company, committed to becoming a force for good. We bring progress to life by combining the essential, the desirable, and the sustainable. From fragrance to nutrition, we help create what is vital for life, desirable for consumers, and more sustainable for the planet. We drive innovation in a wide range of industries and serve customers in over 100 countries with a diverse and talented workforce.

Our application process

Interested in this position? Please apply online by submitting your resume in English. Our recruitment team will review your application and contact you if your profile matches the requirements. The selection process may include interviews and assessments to better understand your experience and potential.

Inclusion, belonging and equal opportunity statement

At dsm-firmenich, we are committed to building an inclusive workplace where everyone feels a sense of belonging. We value diversity and ensure equal opportunities for all employees and applicants, regardless of background, identity, or experience. We believe that diverse perspectives drive innovation and strengthen our organization.

Agency statement

dsm-firmenich does not accept unsolicited resumes from recruitment agencies. Please do not forward resumes to our employees or any company location. We are not responsible for any fees related to unsolicited resumes.