Job Description

Job Role- Lead Specialist, Customer Care, HNC APAC

Location: Mumbai

At dsm-firmenich we strive to achieve a world where you don't have to choose between taste, texture, or health - and can enjoy it all. Our innovative ingredients, expertise, and solutions bridge the gap between the delicious, the nutritious, and the sustainable.


As a Customer Service Specialist, you will be the point of contact between customers and DSM Nutritional Products (DNP) supply locations in the subregion. To facilitate the supply of DSM Products within the India and South Asia subregion and to achieve prompt delivery of orders. To own the Order-To-Cash (OTC) process, and to ensure and maintain an efficient customer service level. Proactively identify and address gaps in processes and systems to foster continuous improvements.


At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Your Key Responsibilities:

Customer & Order Management:

Act as the single point of contact for customers, handling order receipt, confirmations, pricing checks, payment terms, and credit releases.

Order Execution & Fulfilment:

Manage end-to-end order execution, including shipping instructions, delivery notes, dispatch coordination, and regular shipment status updates in collaboration with production, supply planning, warehouses, and transporters.

Inquiry Handling & Stakeholder Coordination:

Resolve open customer inquiries and coordinate with internal teams to ensure timely delivery, material availability, and service fulfilment.

Invoicing & Documentation:

Process goods receipts, create invoices, manage shipping documents, and handle credit/debit notes and related documentation accurately and on time.

Sales Forecasting & KPI Tracking:

Prepare weekly sales estimations, monitor OTIF performance and loss reasons, manage backorders, and ensure timely invoices aligned with KPIs.

Operations Excellence & Reporting:

Support Regional S&OP and Operations Excellence initiatives, drive process improvements, conduct UAT, prepare reports, provide backup support for assigned markets, and handle ad-hoc tasks as required.

We Bring:

A rich history and a promising future of bold scientific innovation and passionate creation with our customers. A space to grow by encouraging and supporting curiosity and an open mindset. A culture that prioritizes safety and well-being, both physically and mentally. The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose. A flexible work environment that empowers people to take accountability for their work and own the outcome. Barrier-free communities within our organization where every employee is equally valued and respected - regardless of their background, beliefs, or identity.

You Bring:

Bachelor's Degree. Preferably in Business Administration / Logistics and Supply Chain Management. Minimum 3 years of relevant experience in order management, customer service or logistics, preferably in the chemical, pharmaceutical or related industry. Knowledge of international shipping practices & Incoterms. Preferred good knowledge in ISO certification, L/C negotiation and export documentation. Proficient in SAP (SD & MM modules) & Microsoft Office applications (esp excel). Good spoken and written English communication skills. Proactive and customer-focused individual with strong problem-solving and interpersonal skills, able to thrive under pressure, work independently or as part of a team in a multi-cultural environment.

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.

Our application process:

Interested in this position? Please apply on-line by uploading your resume in English via our career portal (www. dsm-firmenich.com/careers).For further information, please contact Shradha Tiwari, Talent Acquisition Partner (Shradha.tiwari@dsm-firmenich.com).

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