Lead Specialist, Customer Care (Front Line), HNC

The Lead Specialist, Customer Care (Front Line) at DSM Nutritional Products (DNP) in the Asia Pacific Region serves as the primary point of contact between supply locations and local markets. The main responsibility of this role is to facilitate the supply of DSM Products and ensure timely delivery of orders. The Lead Specialist is tasked with owning the Order-To-Cash (OTC) process and maintaining high levels of customer service efficiency. Continuous improvement of OTC processes, both internally and externally, is essential for success in this position. The complexity of the role lies in providing exceptional service and responsiveness to customer inquiries and requirements in order to achieve a high level of customer satisfaction. The Lead Specialist must ensure complete customer satisfaction while adhering to DSM's standards and targets. This requires detailed product knowledge, including supply sources, pack sizes, and the ability to detect and rectify errors in product codes. Additionally, the Lead Specialist must be able to suggest or arrange alternative sources of supply when necessary. In addition to product knowledge, the Lead Specialist must apply specific knowledge to the needs, requirements, regulations, and peculiarities of assigned countries. This includes understanding factors such as shelf-life requirements, differences in supply and demand, and managing shortfalls of product while meeting customer expectations within regulatory boundaries. Knowledge of trade practices in each market of the assigned countries is essential, as well as the ability to handle customer relations effectively. The Lead Specialist is also responsible for attending to urgent orders on short notice, especially those requiring Credit Waivers. Strong communication and social skills are crucial in maintaining customer relationships and upholding DSM's standards of service excellence. The role requires a proactive approach to problem-solving and a high level of attention to detail to ensure the smooth operation of the customer care process.,