Customer Experience Lead Specialist (m/f/d)

dsm-firmenich; Toruń; On-site; PLN 90,000 - 150,000; Full time

Job summary

dsm-firmenich is seeking a Customer Experience Lead Specialist to join our international team. You will manage daily customer order activities, ensure data accuracy, and deliver exceptional consumer experiences while collaborating across functions globally.

In this role you will drive process improvements, own end-to-end order handling, and build strong customer relationships by acting proactively to understand needs and resolve issues quickly, with a focus on quality and service excellence.

Qualifications

• Solid foundation in supply chain or logistics from relevant education.
• Skilled in managing orders, solving issues, and using support tools.
• Proficient in SAP SD, dashboards, Excel, and PowerPoint.
• Skilled in crisis management and root cause analysis.
• Strong ownership mindset with end-to-end execution focus.
• Customer-focused, able to act on needs and deliver value, understand quality and customer processes.

Responsibilities

• Manage daily customer order activities and ensure data accuracy.
• Foster strong customer relationships with a proactive, customer-centric approach.
• Resolve issues independently using support tools and elevate when needed.
• Drive continuous improvement and support service level enhancements.
• Share customer insights across teams to improve experience and anticipate needs.
• Embrace new systems, processes, and lead assigned initiatives (e.g., Key User).
• Ensure compliance with quality, safety, and complaint resolution standards.

Skills

Order management

Issue resolution

Crisis management

Root cause analysis

Ownership mindset

Customer-focused

Education

Foundation in supply chain/logistics

Tools

SAP SD

Dashboards

Excel

PowerPoint

Job description

Join our rapidly developing and growing team! As the Customer Experience Lead Specialist (m/f/d) you will be part of an international team, managing communication with Customers and cooperating with other departments locally and globally. Your role will be to ensure efficient processing of customer orders and deliver exceptional consumer experience.

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, and authenticity is celebrated.

Key Responsibilities

• Manage daily customer order activities and ensure data accuracy.
• Foster strong customer relationships with a proactive, customer-centric approach.
• Resolve issues independently using support tools and elevate when needed.
• Drive continuous improvement and support service level enhancements.
• Share customer insights across teams to improve experience and anticipate needs.
• Embrace new systems, processes, and lead assigned initiatives (e.g., Key User).
• Ensure compliance with quality, safety, and complaint resolution standards.

You Bring

• Solid foundation in supply chain or logistics from relevant education.
• Skilled in managing orders, solving issues, and using support tools.
• Proficient in SAP SD, dashboards, Excel, and PowerPoint.
• Skilled in crisis management and root cause analysis.
• Strong ownership mindset with end-to-end execution focus.
• Customer-focused, able to act on needs and deliver value, understand quality and customer processes.

We Offer

• Unique career paths across health, nutrition and beauty - explore what drives you and get the support to make it happen
• A chance to impact millions of consumers every day – sustainability embedded in all we do
• A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game‑changers, you’ll work on what’s next
• Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership
• A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on.
• A community where your voice matters – it is essential to serve our customers well.

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.