Senior Expert GES SBS Customer Quality

dsm-firmenich; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

dsm-firmenich in Hyderabad is seeking a Senior Expert, GES SBS Customer Quality to lead customer quality support, complaint handling, and cross-functional QA collaboration with global teams.

The role requires 5+ years of QA experience in food, strong HACCP/ISO knowledge, and proficient Excel/Power BI use to analyze data and support customer programs. Fluency in English is essential, with Spanish a plus.

Qualifications

• Bachelor's or master's degree in food technology, microbiology, chemistry, or related field.
• Minimum 5 years of Quality Assurance experience in food manufacturing or ingredients.
• Strong knowledge of Food Hygiene standards, HACCP, quality systems and ISO certifications.
• Proficiency with Excel, Power BI, CRM systems, Outlook and PowerPoint.
• Experience managing customer-facing quality assurance activities and relationships.
• Excellent English communication; Spanish skills are a plus.

Responsibilities

• Serve as the primary quality contact for customers and internal business partners.
• Respond to customer quality requests, questionnaires, statements, issues, and inquiries accurately and on time.
• Build and maintain strong customer QA relationships while supporting global and regional key account programs.
• Manage and support complaint handling processes to ensure customer satisfaction and resolution.
• Drive continuous improvement initiatives for customer service, quality processes, and documentation.
• Collaborate with Sales, Marketing, Product Management, Regulatory Affairs and other functions.

Skills

Quality Assurance

Customer interaction

Data analysis

Cross-functional collaboration

Education

Bachelor's or Master's in Food Technology / Microbiology / Chemistry

Tools

Excel

Power BI

CRM systems

Outlook

PowerPoint

Job description

Senior Expert GES SBS Customer Quality

Location: Hyderabad, India

We are hiring a Senior Expert, GES SBS to act as a key Quality Assurance partner for customers and internal stakeholders, ensuring excellence in customer quality support, complaint management, and quality-related inquiries within the food and ingredients industry. This role offers the opportunity to work closely with global customers, cross-functional teams, and quality leaders while driving continuous improvement in customer service and quality processes.

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

Your key responsibilities

• Serve as the primary quality contact for customers and internal business partners.
• Respond to customer quality requests, questionnaires, statements, issues, and inquiries accurately and on time.
• Build and maintain strong customer QA relationships while supporting global and regional key account programs.
• Manage and support complaint handling processes to ensure customer satisfaction and resolution.
• Drive continuous improvement initiatives for customer service, quality processes, and documentation.
• Collaborate with Sales, Marketing, Product Management, Regulatory Affairs, and other functions to support new products, services, and quality-related projects.

We Bring

• A purpose-led, performance-driven work environment.
• Opportunities to lead complex workplace operations and projects.
• A collaborative culture that values innovation and operational excellence.
• Career growth across functions, sites, and global teams.
• Continuous learning and development through structured programs.
• An inclusive, supportive workplace that encourages new ideas.

You bring

• Bachelor's or master’s degree in food technology, Microbiology, Chemistry, or a related scientific field.
• Minimum 5 years of Quality Assurance experience within the food manufacturing or food ingredients industry.
• Strong knowledge of Food Hygiene standards, HACCP, quality systems, and ISO certifications.
• Proficiency in tools such as Excel, Power BI, CRM systems, Outlook, and PowerPoint.
• Experience managing customer-facing quality assurance activities and customer quality relationships.Excellent English communication skills with the ability to interact effectively across all organizational levels; Spanish language skills are an added advantage.

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.

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.