Senior Specialist, Customer Experience - Princeton, NJ (United States) bei Our Company

Senior Specialist - Customer Experience

Princeton, NJ

Band J

We’re looking for a Senior Specialist - Customer Experience, to manage end-to-end client orders and build strong customer relationships. You’ll handle everything from forecasting and inquiries to issue resolution—driving service excellence and continuous improvement every step of the way.

Your key responsibilities

• Manages customer orders from order entry to payment in line with the performance KPIs defined (same day order entry) and keeps client informed pro-actively about order status.
• Work closely with clients to obtain client forecast and attend Demand Planning Reviews.
• Process customer complaints/inquiries related to returns, credit requests and non-conformances. Liaise with appropriate teams to resolve timely.
• Build customer intimacy and optimize customer care by continuously capturing relevant information on customers, Firmenich products, processes, and systems.
• Maintain professional relationships with internal stakeholders: ex. Commercial team.
• Liaises with appropriate teams and ensures all customers inquiries are handled in a timely manner - always adheres to operating model, standard processes, business rules and guidelines.

We bring

• 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

• College degree preferred. Equivalent experience will be considered in lieu of degree. 
• Minimum 1-3 years prior experience in customer service & business-to-business/B2B.
• Proficiency in MS Office, including Excel, Word and Outlook is required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Requires intermediate analytical skills.

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. Salary $29.00 - $31.00.

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.