Customer Care Specialist (Animal Nutrition)

Job title – Customer Care Specialist (Animal Nutrition) Location – Pasuruan, Indonesia The Customer Care Specialist acts as the primary contact point for assigned customers, ensuring efficient and professional handling of customer orders, enquiries, and delivery coordination. The role is responsible for managing the end-to-end Order-to-Cash (OTC) process, coordinating with internal stakeholders and external partners to ensure timely order processing, shipment, and delivery while maintaining high customer satisfaction. Your Key Responsibilities: Customer Service & Order Management * Act as the primary contact point for assigned countries, districts, or customers, ensuring clear, timely, and professional communication. * Manage and execute customer service activities in accordance with agreed service levels, standard operating procedures (SOPs), and compliance requirements. * Handle customer enquiries, order placement, and order management, including directing and coordinating orders with production or supply sources. * Coordinate and confirm supply chain arrangements for import shipments and deliveries, ensuring timely execution. * Apply Just-In-Time (JIT) principles to optimize delivery timelines and inventory flow. * Monitor and manage the end-to-end Order-to-Cash (OTC) process, ensuring orders are processed accurately and efficiently. * Coordinate customer deliveries across multiple channels, including third-party shipments, trading flows, and intercompany transactions within RDC and GDC * Work closely with sales teams, logistics, supply chain, and other internal departments to ensure seamless order fulfilment. * Proactively update customers on order status, shipment schedules, and potential delays. * Maintain accurate order documentation, system updates, and reporting in SAP or relevant ERP systems. * Support continuous improvement initiatives to enhance customer service processes and operational efficiency. Forecasting & Planning * Support forecasting and ensure communication with sales team and procurement on sales, revenue, demand, and market trends) across Indonesia * Partner with commercial, procurement, production and supply chain teams to ensure accurate and aligned forecasting assumptions. * Analyze historical performance, market dynamics, and key drivers to identify risks and opportunities in forecasts. * Implement and continuously improve forecasting methodologies, tools, and processes to enhance accuracy and efficiency. * Monitor forecast vs. actual performance, providing variance analysis and actionable insights to ID team * Support strategic planning cycles & Demand Review at country and represent country at regional demand review and planning meeting * Drive accountability across teams to ensure forecast discipline, data integrity, and timely updates. We offer: * Unique career paths across animal, nutrition and health \- explore what drives you and get the support to make it happen. * A chance to impact millions of consumers every day – sustainability embedded in all we do. * A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next. * Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership. * A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on. * A community where your voice matters – it is essential to serve our customers well. You Bring: * Diploma or Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or a related field. * Minimum 4-5 years of experience in customer service, order management, or supply chain coordination. * Experience working with SAP or similar ERP systems is preferred. * Proficiency in Microsoft Office applications. * Experience with data analytics or reporting tools (e.g., Power BI) will be an added advantage. * Basic understanding of the end-to-end Order-to-Cash (OTC) process. * Proactive mindset with the ability to work independently as well as collaboratively within a team. * Strong communication and coordination skills, with the ability to manage multiple stakeholders. * Good problem-solving skills and the ability to work effectively in a fast-paced environment. About dsm-firmenich At dsm-firmenich, we don’t just meet expectations – we go beyond them. Join our global team powered by science, creativity, and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s 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. And while you’re making a difference, we’ll make sure you’re 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’re essential to our future. Because real progress only happens when we go beyond, together. Inclusion, belonging and equal opportunity statement At 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 – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong. We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve. We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you. And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work. Agency statement We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.