Lead Specialist, Customer Care - Princeton, NJ

Lead Specialist, Customer Care

Princeton, NJ

Hybrid

 

As a Lead Specialist, Customer Care, you will be a key player in ensuring a seamless Order to Cash (OTC) process, partnering with Account Managers to manage customer relationships and process orders in SAP. You’ll prioritize tasks strategically, manage products under constrained supply, and proactively communicate supply issues and order updates. Your role is critical in balancing customer expectations with operational efficiency, making a direct impact on customer satisfaction and business success.

 

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

 

Responsibilities:

• Maintain high level of proficiency in the Order to Cash (OTC) process and partner with Account Managers on the customer relationships and process customer orders. 
• Receive and process orders in SAP. 
• Ensure timely communication to customers and maintain the order through delivery.
• Monitor orders using Available-to-Promise (ATP) checks, coordinate with the supply chain, and validate quotations, including price and payment terms. Identify opportunities to optimize order patterns.
• Manage products under allocation or constrained supply, ensuring timely release to meet demands.
• Implement service level responses and prioritize tasks based on strategic customer value. Balance customer expectations while proactively communicating supply issues and order status through daily reviews of open order reports.

 

We bring:

• Opportunities for growth and advancement for those who embrace innovation and take initiative.
• Collaboration with experts in health, nutrition, and beauty to drive progress.
• Customer-first approach, working with world-renowned brands to turn ideas into impactful solutions.
• Opportunity to build a career making a significant impact on billions of lives, with the freedom to shape your own path.
• Dedication to creating better futures for customers, communities, people, and the planet.
• Supportive environment where individuals are empowered to progress and contribute to meaningful change.

 

You bring:

•  Associate’s degree
• 2 years of practical experience in B2B Customer Care /and or supply chain/ logistics activities. 
• Solid knowledge of Microsoft applications (Outlook, Word, Excel, PowerPoint) – Internet.
• Solid understanding of SAP Sales & Distribution Module. 
• Strong written and verbal communication skills in English. <