Senior Specialist, Customer Experience - Princeton, NJ

Senior Specialist, Customer Experience

Princeton, NJ

Join our Customer Experience team as a Senior Specialist and play a vital role in delivering a seamless customer journey from order entry through payment. In this role, you will serve as a key point of contact for customers, managing inquiries, resolving order and service-related issues, and partnering with cross-functional teams to provide timely and effective support. You will leverage your problem-solving skills and attention to detail to drive customer satisfaction while ensuring operational excellence. Additionally, you will identify opportunities for process improvement and build strong relationships with customers and internal stakeholders to support long-term success.

Your key responsibilities

- Manage customer orders from entry through payment, ensuring timely processing, KPI achievement, and proactive communication on order status.
- Resolve customer inquiries and complaints related to returns, credits, non-conformances, and other service issues by coordinating with cross-functional teams.
- Handle complex customer care matters, including escalations, master data accuracy concerns, customer questionnaires, and non-routine requests.
- Analyze customer service performance metrics, identify trends, and recommend actions to improve operational efficiency and customer satisfaction.
- Build strong customer relationships by maintaining accurate customer information, understanding products and processes, and supporting demand planning activities.
- Collaborate closely with internal stakeholders, provide backup support for team members as needed, and continuously identify opportunities to improve processes and eliminate recurring issues.

We bring

- 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

- Bachelor’s degree preferred
- Minimum of 5 years’ experience in Customer Care and Customer Relationship management or similar environment
- Client focus and ability to communicate in professional way

The salary or hourly wage scale provided reflects the pay range dsm-firmenich expects to pay the successful candidate for the position. Individual pay offered will be based on the applicant’s job-related skills, experience, relevant education, or training, and primary work location. Salary $29.00 - $31.00.

In addition to base salary, we also 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.

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.