Lead Specialist Customer Experience-Princeton, NJ.

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

Lead Specialist Customer Experience

Location: Princeton, NJ, US

The Lead Specialist is accountable for end-to-end order management and exceptional client satisfaction, fostering loyalty and achieving company's revenue objectives.

Your key responsibilities

• Administer day-to-day activities of customer order management including input for continuous improvement initiative.
• Display a customer centric attitude and proactively maintain strong customer relationships
• Support the drive through digitalization through adoption of the processes/tools and deliver continuous improvement
• Demonstrate self-sufficiency through utilizing various support systems/tools to research and resolve complex customer cases/issues
• Demand review (3-month scope)/Collaborative Planning - Customer input, priority lists, increase forecast ability
• Engage is cross divisional initiatives to benefit CX community (including Champion role)

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.

You bring

• Bachelor's degree, preferebly 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 Managment (CRM)

The salary or hourly wage scale provided reflects the pay range dsm-firmenich expects to pay the successful candidate for the position. Individual pay offered will be based on the applicant’s job-related skills, experience, relevant education, or training, and primary work location. Hourly range: $35.00-$38.00.

In addition to base salary, we also offer a comprehensive total rewards package, inclusive of annual incentive pay, a retirement savings plan, health care coverage, paid time off, recognition programs and a broad range of other benefits. All benefits and incentives are subject to eligibility requirements.

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.

Agency statement

We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.