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Customer Service Specialist

Exton, PA

As a Customer Service Specialist, your role is a critical component of both the PTO (Prospect to order) & OTC (Order to cash) processes. You will be responsible for managing and responding to internal and external customer inquiries related to sample requests, product pricing, availability, and delivery, in addition to the escalation of non-typical order issues to Sales/Management and advising the customer accordingly. dsm-firmenich Biomedical is the world’s unrivaled biomaterials expert and committed partner in driving sustainable innovation in healthcare.

Key Responsibilities:

• Respond to and expedite customer correspondence including, but not limited to pricing and billing errors, credits, and returns while providing the highest level of customer service.
• Manage all product sample requests from customers and interact with Sales Staff and the R&D department to ensure that correct product samples are sent to customers. Responsible for placing all sample orders in ERP system.
• Work with Supply Chain and Commercial Management to achieve accurate and timely delivery commitments.
• Responsible for maintaining product sample inventory (cast film, tubing, plaques, dog bones, rods).
• Coordinate R&D quotes in ERP systems, “Quotes and Estimates” module for Sales Staff in collaboration with appropriate R&D personnel, and in accordance with SOP’s.
• Participate in special projects to support personal, departmental, and corporate goals.
• Service as back up to CS team member(s). Adhere to dsm-firmenich Quality System procedures and procedures and the ISO 9001 and/or 13485 standards.

We Bring:

• The opportunity to help shape the future of consumer discovery, AI-powered commerce, and digital engagement.
• Meaningful ownership and visibility within a collaborative, entrepreneurial environment.
• The chance to work on trusted consumer health brands that positively impact millions of consumers.
• Growth that keeps up with you through continuous learning, experimentation, and career development opportunities.
• A culture that lifts you up through collaboration, curiosity, and shared success.
• The opportunity to work at the intersection of technology, marketing, consumer insights, and innovation.

You Bring:

• Bachelor’s Degree in Business and/or equivalent work experience in required field, education in sciences highly desired.
• 3-5 years’ experience in a customer service role within Sales and Marketing.
• Experience working in a manufacturing environment preferred.
• Previous experience working with an enterprise-wide integrated system, SAP.
• Strong verbal, analytical, and written communication skills.
• Ability to identify and resolve problems in a timely manner and ability to manage multiple priorities.
• Punctual self-starter, dependable and detail oriented.

The salary or hourly wage scale provided reflects the pay range dsm-firmenich expects to pay the successful candidate for the position. Individual pay offered will be based on the applicant’s job-related skills, experience, relevant education, or training, and primary work location. Salary: $66,000.00 - $85,000.00.

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.