Lead Specialist, Customer Care (Front Line) (1-year Contract) - #1090971

Job title – Lead Specialist, Customer Care (Front Line) (1-year Contract)

Location – Singapore

Job model – Hybrid

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. 

Your key responsibilities

Order Processing for commercial orders, sample orders and intercompany orders for

resellers:

• Check customer’s PO, validate quotation and PO price, payment terms, product code etc.
• Create orders in SAP / other digital tools and send order acknowledgement to customer.
• Review open orders, clean up back orders together with Account Managers and monitor order status. Handle country regulation (shelf life) or customer’s requirements (no. batch, specification, etc).
• Check advance payment, LC and bank contract and enter it in SO shipping instruction. Manage credit block release. Obtain necessary approval for Credit & Debit Note requisition.
• Support customer on Insurance Claims. File and follow up on logistics related CCRs.
• Follow up with customer for missing forecasted PO. Perform any other ad hoc tasks/projects as assigned by the line manager.

Projects / special assignments

• To support the Customer Care Manager; provide administrative platform and daily customer support base for secured orders and back-up support for other CCS.
• To suggest appropriate corrective measures and improvements in customer service, logistics to supply and delivery of products to customers.
• To recommend improvements or enhancements to work-flow standards and productivity.
• Prepare regular reports. Act as SAP key user for SD module. Attend to malfunctions, problems, and difficulties, put up change request to SMP as necessary. Follow-up, test and implement changes if applicable.

We bring

• Empowerment to make meaningful contributions while upholding ethical standards.
• Collaboration with experts in health, nutrition, and beauty to drive progress.
• Customer-first approach, working with world-renowned brands to turn ideas into impactful solutions.
• Opportunity to build a career making a significant impact on billions of lives, with the freedom to shape your own path.
• Dedication to creating better futures for customers, communities, people, and the planet.
• Supportive environment where individuals are empowered to progress and contribute to meaningful change.

You bring

• Minimum GCE `A' Level or equivalent. Minimum 3 years of relevant experience in order processing, customer service or order fulfilment.
• Good knowledge in L/C negotiation and export documentation. Hands on knowledge in SAP (SD & MM modules) & Microsoft Office applications.
• Knowledge of international shipping practices & Incoterms. Exposure in dealing with various countries in the region.
• Strong solution-oriented and customer centricity. A self-starter and team player with ability to work under pressure with tight deadlines and minimum supervision.
• Strong interpersonal & problem-solving skills and able to work effectively under multi-cultural environment. 
• A strong team player, open for change and initiative.

Equal opportunities commitment

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, 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.

About DSM-Firmenich

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.