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 strong 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 business and performance reviews and assessing consignment stock inventory.
- Knowledge and experience handling export import shipments, documents through bank channel.
- Added advantage candidate knows about export import INCO terms & global logistics knowledge and experience.

We Bring
- A space to grow by encouraging curiosity and an open mindset.
- A culture that prioritizes physical and mental well-being.
- A adaptable work environment that empowers accountability and ownership.
- Barrier-free communities where every employee is valued and respected.
- Equal access to opportunities, belonging, and authenticity.
- A strong belief that collaboration with customers drives success.
- A commitment to learning from each other to create a better future.

You Bring
- Graduation/Post-Graduation, preferably MBA/PGDBM.
- 510 years of experience in Supply Chain or Customer Experience.
- Strong business acumen, leadership, collaboration, analytical skills, and communication.
- Proficiency in SAP.

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