Lead Specialist, CX, PE, P&B
Job Title: Customer Experience Specialist
City, Country: Shanghai, China
This is a great opportunity to shape how customers experience our business every day. As a Customer Experience Specialist, you will be the primary point of contact for customers, ensuring smooth order fulfilment, timely communication, and effective issue resolution. Working closely with cross-functional teams, you will help turn customer feedback into continuous improvement opportunities while strengthening long-term customer relationships. Your work will directly contribute to delivering a seamless and outstanding end-to-end customer experience.
Your key responsibilities
- Serve as the primary point of contact for customers, handling daily inquiries, order processing, and issue resolution with timely updates
- Collaborate with Planning, Logistics, Quality, and Commercial teams to ensure smooth order execution and service performance
- Build strong customer relationships by understanding needs and proactively resolving concerns
- Manage Voice of Customer initiatives, including surveys and feedback collection, and convert insights into improvements
- Map customer journeys, identify pain points, and support process and digital improvements across teams
- Act as the internal voice of the customer and contribute to clear, consistent customer communications and reporting [Sr Special...e, PE.docx | Undefined]
We offer
- Diverse career opportunities across health, nutrition and beauty, with strong support for your development
- A science-led, innovative environment where you can work on impactful and forward-looking solutions
- Continuous learning opportunities to grow your expertise and career
- A collaborative culture where teamwork and shared success are valued
- An inclusive environment where your ideas and contributions truly matter [Sr Special...e, PE.docx | Undefined]
You Bring
- Bachelor’s degree in Business, Marketing, Communications, Psychology, or a related field
- At least 3 years of experience in customer experience, customer success, or similar customer-facing roles
- Familiarity with SAP systems and customer experience tools
- Strong analytical thinking and problem-solving skills with a continuous improvement mindset
- Excellent communication and stakeholder management skills
- Fluent in English; customer-focused, proactive, and empathetic approach; FMCG experience or relevant certification is a plus [Sr Special...e, PE.docx | Undefined]
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.
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.
Our application process
Interested in this role? Please apply online by submitting your resume via our careers website: www.dsm-firmenich.com/careers.
Interested in this role? Please apply online by submitting your resume via our careers website: www.dsm-firmenich.com/careers.
Inclusion, belonging and equal opportunity statement
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.
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 accepting agency submissions or proposals involving fees or commissions for this role.
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 accepting agency submissions or proposals involving fees or commissions for this role.