CX Lead: End-to-End Order Management & Customer Delight

dsm-firmenich; Princeton (NJ); On-site; USD 48,000 - 52,000; Full time

Job summary

dsm-firmenich in Princeton, NJ is seeking a Lead Specialist Customer Experience to own end-to-end order management and drive exceptional client satisfaction, loyalty, and revenue growth. You will oversee daily order activities, maintain strong customer relationships, support digitalization initiatives, and resolve complex customer issues using CRM/SAP tools.

This role offers a comprehensive rewards package and opportunities to grow within a science-led company.

Qualifications

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or related field.
• 3+ years experience in supply chain, logistics, or related field and at least 1 year of customer service experience
• Data interpretation from reports and dashboards
• Proactive, positive attitude, open to learn and grow
• Analytical thinking and problem solving
• Knowledge of MS Office applications, SAP, and Customer Relationship Management (CRM)

Responsibilities

• Administer day-to-day customer order management activities.
• Maintain proactive, customer-centric relationships.
• Support digitalization through adoption of processes/tools and continuous improvement.
• Research and resolve complex customer cases using support systems.
• Contribute to demand reviews and collaborative planning to improve forecastability.
• Collaborate on cross-divisional initiatives to benefit the CX community.

Skills

Analytical thinking

Problem solving

Customer service experience

Data interpretation

Education

Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or related field

Tools

SAP

CRM

MS Office

Job description

dsm-firmenich in Princeton, NJ is seeking a Lead Specialist Customer Experience to own end-to-end order management and drive exceptional client satisfaction, loyalty, and revenue growth. You will oversee daily order activities, maintain strong customer relationships, support digitalization initiatives, and resolve complex customer issues using CRM/SAP tools.

This role offers a comprehensive rewards package and opportunities to grow within a science-led company.