Lead Specialist, Customer Care, APAC HNC

Job title – Lead Specialist, Customer Care, APAC HNC

Location – Singapore

As a Lead Specialist, Customer Care, APAC, HNC, you will act as the primary point of contact between dsm-firmenich supply locations and customers in the region. You will facilitate the fulfilment of dsm-firmenich products within the Asia Pacific region to ensure prompt order delivery. This role owns the Order-to-Cash (OTC) process and ensures an efficient customer service level, enhancing the overall customer experience. You will also proactively identify and address gaps in processes and systems to drive continuous improvement.

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

Your key responsibilities

• Order management (both commercial and sample orders) and Shipping Coordination: Validate PO from customers, ensure timely & accurate entry of customers’ orders, manage PO transfers and delivery notes creation. Follow up with planning team on supply and allocation release. Coordinate with warehouses, forwarders, and distribution sites on shipment booking and track shipment status while updating the customers and answering their enquiries.
• Invoice and Documentation Management: Process goods receipts and create invoices for orders. Prepare and manage shipping documents, process credit and debit notes, and handle documentation across the region.
• Complaint Resolution: Investigate and resolve logistics service complaints, manage returns for justified complaints, and process credit notes as needed.
• Sales Estimation and KPI Management: On-time order processing, provide weekly sales estimations, update OTIF loss reasons, and ensure timely invoicing and backorder management in line with KPIs.
• Project Support and Process Improvement: Assist the Regional S&OP Lead with Operations Excellence initiatives, suggest process improvements, and contribute to workflow enhancements and productivity. Promote benefits of Customer Portal to customers.
• Reporting and Ad Hoc Tasks: Prepare regular reports, perform user acceptance testing (UAT), provide backup support for assigned markets, and complete any other ad hoc tasks as directed by the line manager.

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

• Minimum Diploma in Business Administration, Logistics, Supply Chain Management, or a related discipline. Candidates with relevant academic qualifications, including fresh graduates, may be considered
• 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 L/C negotiation and export documentation
• Proficient in SAP (SD & MM modules) & Microsoft Office applications (esp. excel)
• Proficiency in Korean (spoken and written) is required to support business and customer communication needs. Strong spoken and written English communication skills are also required
• 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.

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.