Lead Specialist, CX, Taste

Job title – Lead Specialist, CX, Taste

Location – Cileungsi, Indonesia

As a Senior Customer Experience Representative, you will build strong relationships with dsm-firmenich commercial partners and key customer representatives, providing exceptional support and collaborating closely with stakeholders to meet complex customer requirements. Your role includes addressing concerns promptly, maintaining clear communication, and ensuring timely deliveries. Additionally, you will monitor and track shipments, optimize inventory costs through effective forecasting and analysis, and participate in projects focused on enhancing the customer experience.

Your key responsibilities

• Promote the "Customer Oriented" value within the Supply Chain Organization and build strong relationships with DSM-Firmenich commercial partners and key customer representatives.
• Provide exceptional customer service support to commercial clients and prospects, ensuring their needs and requirements are met.
• Collaborate closely with internal and external stakeholders to address and resolve challenging customer requirements and concerns, ensuring timely deliveries.
• Maintain effective communication with customers by identifying potential issues, opportunities, and action plans, and addressing any challenges quickly and efficiently.
• Monitor and track shipments, both overseas and local, while overseeing inventory management to optimize forecasts, reduce costs, and ensure on-time delivery.
• Follow up thoroughly on customer feedback and complaints, participate in projects focused on enhancing customer experience, and contribute to overall service improvements.

You bring

• Bachelor's degree in business administration or equivalent
• Minimum 3 years of experience in Customer Service/Customer Care/Order to Cash
• Excellent interpersonal, written, and verbal communication skills in English
• SAP experience such as Sales & distribution & Materials Management Module is preferred.
• Growth-oriented self-starter with strong multitasking abilities, a positive attitude, meticulous and analytical skills, and the capability to work independently and under pressure
• Team player with excellent customer management skills, including professionalism, confidence, active listening, a sense of urgency, and effective problem-solving

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;

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.

Inclusion, belonging and equal opportunity

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 accept agency submissions or proposals involving fees or commissions for this role.