Customer Service Supervisor, APAC

Job title \u2013 Customer Service Supervisor, APAC\n\nLocation \u2013 Singapore\n\nAs the Customer Service Supervisor APAC, you will be leading the Customer Experience team to provide efficient \u0026 effective management of order fulfillment, to deliver final product and goods \u201con time in full\u201d (OTIF) \u0026 in good condition, without complaint towards our customers, providing support to all internal \u0026 external customers.\n\nAt dsm-firmenich, people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.\n\nYour key responsibilities\n\n * Regional Customer Experience Leadership: Oversee regional customer experience compliance operations, providing strategic guidance and leadership to ensure alignment with business goals for the region\n * Team Management \u0026 Development: Manage, coach, and mentor the team members. Manage and drive the team to improve performance, efficiency \u0026 resolve conflicts, including escalations. Create a back-up plan and act as backup during departmental colleague\u2019s absence when necessary\n * Project Management: Lead integration, business transformation projects, balancing priorities and ensuring timely, high-quality outcomes\n * Cross-Regional/Functional Coordination: Collaborate with other Sales, Business and Planning to develop capabilities for cross-regional operations, supporting Sales growth in the country/region\n * Productivity Initiatives: Develop and implement productivity initiatives to drive efficiency in both regional and cross-regional logistics operations. Work closely with Logistics colleagues in other Business Units to increase synergies, increase service levels and assist in importation/exportation processes\n * Performance \u0026 KPI Management: Ensure regional performance meets or exceeds KPIs, maintaining high standards of service and operational efficiency. Handle customer complaints, collaborate with respective functions for complaints investigation and ensure complaint closure within expected timeframe\n\n\n\nWe offer\n\n * Unique career paths across health, nutrition and beauty \u2013 explore what drives you and get the support to make it happen\n * A chance to impact millions of consumers every day \u2013 sustainability embedded in all we do\n * A science led company, cutting edge research and creativity everywhere \u2013 from biotech breakthroughs to sustainability game-changers, you\u2019ll work on what\u2019s next\n * Growth that keeps up with you \u2013 you join an industry leader that will develop your expertise and leadership\n * A culture that lifts you up \u2013 with collaborative teams, shared wins, and people who cheer each other on\n * A community where your voice matters \u2013 it is essential to serve our customers well\n\n\n\nYou bring\n\n * University degree with at least 5 years equivalent experience in customer experience or order management (OTC)\n\n\n * Must have SAP experience \u2013 SD \u0026 LE module, highly preferred \u2013 MM modules\n * Proven team leadership or people management experience\n * Must be highly energetic with ability to drive for results\n * Well-developed communication skills. Good level of numeracy\n * High level of accountability and resilience \n\n\n\nAbout dsm-firmenich\n\nAt dsm-firmenich, we don\u2019t just meet expectations \u2013 we go beyond them.\n\nJoin our global team powered by science, creativity, and a shared purpose: to bring progress to life.\n\nFrom elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions \u2013 every single day. Whether it\u2019s fragrance that helps you focus, alternative meat that\u2019s 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.\n\nAnd while you\u2019re making a difference, we\u2019ll make sure you\u2019re 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\u2019re essential to our future.\n\nBecause real progress only happens when we go beyond, together.\n\nInclusion, belonging and equal opportunity statement\n\nAt 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 \u2013 and that\u2019s exactly the kind of culture we\u2019re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.\n\nWe\u2019re proud to be an equal opportunity employer, and we\u2019re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we\u2019re committed to reflecting the world we serve.\n\nWe welcome candidates from all backgrounds \u2014 no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.\n\nAnd if you have a disability or need any support through the application process, we\u2019re here to help \u2013 just let us know what you need, and we\u2019ll do everything we can to make it work.\n\nAgency statement \n\nWe\u2019re managing this search directly at dsm-firmenich. If you\u2019re applying as an individual, we\u2019d love to hear from you. We\u2019re not accepting agency submissions or proposals involving fees or commissions for this role.\n