Job title: Customer Care Representative
Country : Singapore


An essential point of contact between dsm-firmenich supply locations and local markets in the Region. To facilitate the supply of dsm-firmenich products within a diverse, complex and multi-cultured Asia Pacific Region by being aware of the peculiarities of each individual country, existing competitors to dsm-firmenich to maintain existing market and to achieve prompt delivery of orders; to address and solve problems as a hallmark of customer service, provision of samples for promotion of sales. This is facilitated via various available telecommunication facilities (telephone, fax, email & mail) or computer software for e.g.: Application of SAP


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.


Key areas of accountability/responsibility

• Act as primary contact for the assigned Countries. Responsible to answer routine queries, take, place and/or direct orders, initial placement of orders with production or source of supply, arrange and confirm supply chain for export and delivery, apply Just-In-Time Principles.
• To receive orders, evaluate the orders, preliminary advice on availability of stock or special terms and conditions that may apply to orders. Inform the customers of these special requirements, process the orders within pricing limits, check product and transport availability, execute the order by planning delivery within standard lead-time, customers’ preferences, select most efficient means of transport within available secured services with dsm-firmenich.
• Acceptance of payments through affiliate offices and direct customers. Knowledge of shipping documents, Bills of Lading & Documents of Credit. Review Letter of Credits to ensure that company is able to comply. Feedback to Sales and Marketing department on any potential issues of compliance.
• Liaise with Banks to achieve compliance of documentations for export. Preparation of For Internal Use Only Bank and Shipping documentations requirement for export of products including L/C negotiation with Banks to achieve KPI Targets
• Handles numerous orders at one time and sets priority on orders to maximise customer service. Orders include one-off specials and standard customers, operating on a variety of lead-times. Orders are either local or export. Export orders include Letter of Credits in which she is responsible to ensure compliance to the terms and conditions.
• Knowledge of customer account requirements and procedures to handle special situations to satisfy customers’ needs.
• To be aware of specialist knowledge of individual countries and cultural peculiarities including time differences and national needs
• Attend to complaints, claims, credits, goods return and re-funds. Investigate and resolve logistical complaints.

Knowledge and educational level

• GCE `A' Level or above
• Good knowledge in L/C negotiation and export documentation
• Hands on knowledge in SAP (SD & MM modules) & Microsoft Office applications
• Previous experience in ISO Certification
• Knowledge of international shipping practices & Incoterms.

Required level of experiences

• Minimum 3 years of relevant experience in order processing, customer service or order fulfilment
• A self-starter and team player with ability to work under pressure with tight deadlines & minimum supervision.
• Strong interpersonal & problem-solving skills and able to work effectively under multi-cultural environment.
• Good spoken & written English communication skills
• Exposure in dealing with various countries in the Region.

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich.


As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity.


Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, genetic information, protected veteran status, or any other status protected by law.


We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.


About DSM- Firmenich


As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.