Senior Specialist, Customer Experience - Princeton, NJ

Senior Specialist
- Customer Experience

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.

• Manages customer orders from entry to payment in line with performance KPIs, keeping clients informed proactively about order status.
• Works closely with clients to obtain forecasts and attends Demand Planning Reviews.
• Processes customer complaints/inquiries related to returns, credit requests and non‑conformances, liaising with appropriate teams for timely resolution.
• Builds customer intimacy and optimizes customer care by continuously capturing relevant information on customers, Firmenich products, processes, and systems.
• Maintains professional relationships with internal stakeholders such as the Commercial team.
• Liaises with appropriate teams to ensure all customer inquiries are handled in a timely manner, adhering to the operating model, standard processes, business rules and guidelines.

• Opportunities for growth and advancement for those who embrace innovation and take initiative.
• 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.
• A dedication to creating better futures for customers, communities, people and the planet.

• College degree preferred; equivalent experience will be considered in lieu of a degree.
• Minimum 1–3 years prior experience in customer service and business‑to‑business/B2B.
• Proficiency in MS Office, including Excel, Word, and Outlook is required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Requires intermediate analytical skills.

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

We are a committed equal opportunity employer. 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 provide reasonable support for disabled applicants in the recruiting process. If you need assistance, please let us know.

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 is equal and everyone can thrive.