Global Customer Experience Lead — Orders & Insights

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

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.