Senior Specialist - Customer Experience - Princeton, NJ

Princeton, NJ, US

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.

• Manage customer orders from entry to payment in line with performance KPIs, keeping clients informed proactively.
• Work closely with clients to obtain forecasts and attend Demand Planning Reviews.
• Process customer complaints/inquiries related to returns, credit requests, and non-conformances; liaise with appropriate teams to resolve promptly.
• 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 such as the Commercial team.
• Liaise with appropriate teams to ensure all customer inquiries are handled timely and adhere to operating models, standard processes, business rules, and guidelines.

• Opportunities for growth and advancement for those who embrace innovation and take initiative.
• A supportive environment where individuals are empowered to progress and contribute to meaningful change.
• Responsibility and accountability in living company values and driving sustainable solutions.
• Recognition and celebration of your efforts and accomplishments.
• A flexible work environment that empowers people to take accountability for their work and own the outcome.
• Dedication to creating better futures for customers, communities, people, and the planet.

• College degree preferred; equivalent experience considered.
• Minimum 1–3 years of prior experience in customer service & B2B.
• Proficiency in MS Office (Excel, Word, Outlook) required.
• Ability to solve practical problems with limited standardization; requires intermediate analytical skills.

Salary: $29.00–$31.00 per hour. In addition to base salary, we offer a comprehensive total rewards package, including 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.

dsm-firmenich is fully dedicated to inclusion. We do not discriminate: there’s a place for everyone at dsm-firmenich. As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. Employment decisions are based on qualifications, competency, experience, performance history, and fit with the team to advance fair and equitable opportunity.

Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, 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, please let us know.