Regional Customer Care Lead, Hnc Apac

**Bring your passion. Build the future.**

**What you’ll do**:
To manage and coordinate Customer Services front end function for HNC APAC, ensuring high quality of service within defined KPIs and implementing strong customer service for our customers so as to achieve our BU goals and objectives.

**Key Responsibilities**:
Your responsibilities include, but are not limited to;
- Implement and execute customer care policies & strategies set by the organization and realize a high-quality long-term customer care operation that meets the strategies of the various BUs.
- Realize customer care related activities within BU/BG, within the boundaries as set in the agreed customer service levels.
- Lead a Team of Customer Care Specialists in the region (and markets) that are responsible for order entry via multiple means (manual, Customer Portal, IDP, etc.)
- Lead projects of digitalization to bring efficiencies into the order entry and customer interaction processes.
- Act as content owner of SAP customer care processes, SOPs (ISO) & user training manual.
- Provide training & coaching to new and existing Customer Care team members.
- Implement standard business processes, standardize procedures and working instructions used to execute customer order entry with zero defects.
- Monitor and report on defined KPIs, identify, develop & implement continuous improvement measures.
- Ensure proper communication with all involved parties in order execution team, supply chain team, supply locations & sales within BU/BG in order to ensure the alignment of all parties involved.
- Communicate with external parties in customer service matters, both inside and outside DSM including handling of customer complaints & claims.
- Work with planning team to ensure proper implementation of stock strategies.
- Support on projects & assignments as and when required.

**You Bring**:

- Diploma /Degree in business Qualification in Logistics / Operations.
- Minimum 8 years of relevant experience in customer service, order fulfilment or sales.
- Knowledge of and experience in SAP Modules is a plus.
- Hands on know-how of SD/MM & OTC/ Apollo modules
- Knowledge of and experience in L/C, Incoterm & Int’l shipping rules & practices:

- Experience in managing a remote, diverse team will be a plus.
- Strong leadership, people management and team motivation skills.
- A self-starter and team player with ability to work under pressure with tight deadlines.
- Strong interpersonal & problem solving skills and able to work effectively under multi-cultural environment.

Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.

Equal Opportunities Commitment

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.

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 nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people.

Equal Opportunities Commitment

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 discrimi