Senior Specialist, Customer Experience - Princeton, NJ

Senior Specialist - Customer Experience Princeton, NJ, US We’re looking for a Senior Specialist - Customer Experience, to manage end-to-end client orders and build strong customer relationships. You’ll handle everything from forecasting and inquiries to issue resolution—driving service excellence and continuous improvement every step of the way. 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 * Manages customer orders from order entry to payment in line with the performance KPIs defined (same day order entry) and keeps client informed pro-actively about order status. * Work closely with clients to obtain client forecast and attend Demand Planning Reviews. * Process customer complaints/inquiries related to returns, credit requests and non-conformances. Liaise with appropriate teams to resolve timely. * Build customer intimacy and optimize customer care by continuously capturing relevant information on customers, Firmenich products, processes, and systems. * Maintain professional relationships with internal stakeholders: ex. Commercial team. * Liaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelines. We bring * Opportunities for growth and advancement for those who embrace innovation and take initiative. * Supportive environment where individuals are empowered to progress and contribute to meaningful change. * Responsibility and accountability in living company values and driving sustainable solutions. * Recognition and celebration of your efforts and accomplishments. * A flexible work environment that empowers people to take accountability for their work and own the outcome * Dedication to creating better futures for customers, communities, people, and the planet. You bring * College degree preferred. Equivalent experience will be considered in lieu of degree. * Minimum 1-3 years prior experience in customer service & business-to-business/B2B. * Proficiency in MS Office, including Excel, Word and Outlook is required. * Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Requires intermediate analytical skills. The salary or hourly wage scale provided reflects the pay range dsm-firmenich expects to pay the successful candidate for the position. Individual pay offered will be based on the applicant’s job-related skills, experience, relevant education, or training, and primary work location. Salary $29.00 - $31.00. In addition to base salary, we also offer a comprehensive total rewards package, inclusive of annual incentive pay, a retirement savings plan, health care coverage, paid time off, recognition programs and a broad range of other benefits. All benefits and incentives are subject to eligibility requirements. 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. As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, 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. 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. Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.