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 solid 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 busin

📌 Lead Specialist, CX, Taste (Mumbai)
🏢 DSM Firmenich
📍 Mumbai