Lead Specialist, Customer Care (Front Line), HNC

Position title : Lead Specialist, Customer Care (Front Line), HNC Position context The point of contact between DSM Nutritional Products (DNP) supply locations and local markets in the Region. To facilitate the supply of DSM Products within the Asia Pacific Region and to achieve prompt delivery of orders. To own the Order-To-Cash (OTC) process and to ensure and maintain an efficient customer service level. To continuously improve the OTC processes internally and externally. Complexity of the position To provide excellent services and responsiveness to customers inquiries and requirements to achieve high level of customers satisfaction To achieve complete customer satisfaction whilst not compromising DSM's standards and targets, requiring specific detailed knowledge of products including supply source, pack sizes, the knowledge to detect wrong codes, to suggest or arrange alternate sources of supply. Application of specific knowledge to needs, requirements, regulations and peculiarities of assigned countries (e.g.: Shelf-Life of product), including ability to handle differences in supply and demand and arranging for shortfalls of product and customer expectations within regulatory requirements. Possess knowledge related to trade practices in each market of the assigned countries and of market differences. Competent in handling customer relations applying adequate interactive social and communication skills to each and every situation successfully and maintain DSM's standards. To attend to urgent orders in very short notice especially orders with Credit Waivers.