Global CX Lead - Customer Experience & Orders

DSM-Firmenich AG; Toruń; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Career development

Global team collaboration

Sustainability focus

Supportive culture

Job summary

DSM-Firmenich AG is seeking a Customer Experience Lead Specialist to manage daily customer order activities and ensure data accuracy across our international team. You will foster proactive, customer-centric relationships and resolve issues using support tools, driving improvements and cross-department collaboration.

You will lead initiatives, ensure quality and safety standards, and contribute to a seamless end-to-end customer experience in a fast-growing environment.

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.

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 escalate 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

Support tools

SAP SD

Dashboards

Excel

PowerPoint

Crisis management

Ownership mindset

Customer focus

Tools

SAP SD

Dashboards

Excel

PowerPoint

Job description

DSM-Firmenich AG is seeking a Customer Experience Lead Specialist to manage daily customer order activities and ensure data accuracy across our international team. You will foster proactive, customer-centric relationships and resolve issues using support tools, driving improvements and cross-department collaboration.

You will lead initiatives, ensure quality and safety standards, and contribute to a seamless end-to-end customer experience in a fast-growing environment.