Customer Champion

Location: Kaiseraugst (Switzerland) or CET core hours

Job model – hybrid

Reporting to the Head of Quality Excellence (Pharma, Medical and Early Life Nutrition) this position has global responsibility for fostering a customer centric culture within HNC business unit of dsm-firmenich; with a focus on the needs of Early Life Nutrition (ELN) and Medical Nutrition (MN) customers. This role will collaborate with internal and external stakeholders to understand customers’ wants, needs, and challenges and facilitate improvement initiatives to create a positive customer experience.

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

Your key responsibilities

• Support Account Managers with Quality related inquiries, requests and projects from ELN & MN global key account (GKA) customers;
• Identify and coordinate continuous improvement initiatives based on customer feedback to streamline processes and improve customer satisfaction;
• Serve as Single Point of Contact (SPOC) for escalation of quality issues from ELN & MN GKA customers and work with stakeholders to facilitate resolution;
• Responsible for performance monitoring and reporting for ELN & MN customer service processes; identify trends and corrective actions as needed;
• Act as Product Recall Coordinator for withdrawals and recalls involving ELN & MN products for HNC M&T
• Use regulatory and customer requirements and feedback to provide clear guidance to HNC sites regarding ELN & MN manufacturing standards

We bring

A rich history and a promising future of bold scientific innovation and passionate creation with our customers;

A space to grow by encouraging and supporting curiosity and an open mindset;

A culture that prioritizes safety and well-being, both physically and mentally;

A flexible work environment that empowers people to take accountability for their work and own the outcome;

A firm belief that working together with our customers is the key to achieving great things;

An eagerness to be one team and learn from each other to bring progress to life and create a better future;

You bring

• Minimum of 5 years of relevant experience required within a regulated quality assurance/quality control environment;
• Minimum of Bachelor of Science (BS) degree in Microbiology, Chemistry, Biological Sciences, Food Technology or relevant Science Field;
• Demonstrated understanding of regulatory and customer requirements for Early Life Nutrition ingredients
• Strong interpersonal and communication skills to build solid relationships with internal and external stakeholders;
• Pragmatic approach to solving quality issues and meeting customer expectations, while ensuring product safety and compliance;
• Ability to work in a highly-matrixed and ambiguous environment to achieve organizational goals.

The application process

Interested in this position? Please apply on-line by uploading your resume in English via our career portal. For further information, please contact Pauline Tschirhart, Sr Talent Acquisition Business Partner ([email protected])

Equal Opportunities Commitment

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.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, 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.

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.

www.dsm-firmenich.com

Pease note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.