Customer Service Lead

Germantown, WI/Menomonee Falls, WI

On-Site

As a Customer Service Lead, you will manage customer orders from entry to payment, ensure timely communication, and resolve any inquiries or complaints. Your proactive approach will enhance customer satisfaction and streamline operations by eliminating non-value-adding tasks. You will handle non-routine customer issues, drive KPI analysis, and build strong customer relationships through continuous engagement and data capture. In addition, you will guide and mentor the customer service team, fostering their growth and development. Collaborating closely with internal teams, you will support demand planning and maintain professional relationships.

The ideal candidate will be able to utilize their expertise and customer service skills to provide essential support to the organization, fostering a culture of continuous improvement and innovation. This role is aligned with our business goals to ensure seamless operations without compromising safety, quality, or ethics.

At First Choice Ingredients, a dsm-firmenich company, people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.

Responsibilities

• Manages customer orders from order entry to payment in line with the performance KPIs defined (e.g. same day order entry) and keeps client informed pro-actively about order status.
• Process customer complaints/inquiries related to return, credit requests and non-conformances. Liaise with appropriate teams to resolve timely.
• 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.
• Proactively seek innovative ways to enhance customer’s satisfaction and improve operating inefficiencies (eliminate non-value adding tasks)
• Solves non-routine customer care issues (escalations, Master Data quality and accuracy, customer questionnaires, non-conformances)
• Drives KPI analysis and proposes action plans for performance improvement, and Customer satisfaction at optimum cost.
• Proactively seeks better ways of carrying out tasks (eliminate non-value-adding and recurring tasks/issues)
• Builds customer intimacy and optimize customer care by continuously capturing relevant information on Customers, Firmenich products, processes and systems.
• Work closely with clients to obtain client forecast and attend Demand Planning Reviews
• Maintain professional relationships with internal stakeholders: ex. Commercial Team
• Provide backup coverage for team members when needed.
• Minimal travel required.
  
  

You Bring

• Minimum of 5 years’ experience in Customer Care and Customer Relationship management or similar environment
• Bachelor’s degree preferred.
• Client focus and ability to communicate in professional way.
• Proficiency in MS Office, including Excel, Word and Outlook is required.
  
  

We Bring

• A competitive compensation package, with comprehensive health and welfare benefits
• A place to grow and develop.
• A company that is purpose-led and performance-driven in a corporate culture that values people and planet.
• The opportunity to work on growing brands and build on a strong foundation.
• The chance to make improvements and make an impact on the business.
  
  

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate there’s a place for everyone at dsm-firmenich.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know. Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.

About Dsm-firmenich

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.www.dsm-firmenich.com.