DSM

Customer Care Manager

Ayr, ON Canada

Hybrid

You will lead a high-performing team dedicated to delivering exceptional customer experiences for our Animal Nutrition & Health (ANH) business. By optimizing digital platforms and fostering strong, solutions-focused relationships, you’ll play a pivotal role in driving commercial success. As a key advocate for our order-to-cash processes and customer-centric strategies, you’ll champion continuous improvement, support growth initiatives, and ensure excellence in customer master data management. This is your opportunity to influence meaningful change and shape how we serve our customers across North America.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Your key responsibilities

• Build, lead, and develop a centralized Customer Care team of professional experts.
• Develop and maintain standardized OTC processes and SOP/WI documentation to support efficient operations across ANH NA.
• Lead and support cross-functional alignment with Sales, Operations, and Supply Chain to ensure on-time, in-full (OTIF) order fulfillment and customer satisfaction.
• Oversee Customer Master Data, rebate/fee agreements, and billing processes to ensure accuracy, compliance, and alignment with business goals.
• Drive continuous improvement in service delivery through KPI management, complaint resolution, and NPS feedback analysis.
• Champion employee engagement and team development, including onboarding, training, and fostering a culture of safety, and customer focus.
• Collaborate across departments to execute customer-centric initiatives and maintain accurate CRM and SAP account data.

We bring

• Empowerment to make meaningful contributions while upholding ethical standards.
• Recognition and celebration of your efforts and accomplishments.
• Opportunities for growth and advancement for those who embrace innovation and take initiative.
• Customer-first approach, working with world-renowned brands to turn ideas into impactful solutions.
• Opportunity to build a career making a significant impact on billions of lives, with the freedom to shape your own path.

You bring

• 5+ years of leadership experience in Customer Service or Supply Chain, with a strong foundation in SAP Sales & Distribution.
• A degree in Business Administration or related post-secondary education preferred, with solid knowledge of Microsoft Office tools.
• A customer-focused, solutions-oriented mindset with strong change management capabilities.
• Proven ability to communicate effectively and professionally across all levels of the business.
• Collaborative team player who thrives in cross-functional environments and manages competing priorities with ease.
• Reliable, accountable, and enthusiastic with a flexible and organized approach to work.

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. www.dsm-firmenich.com

Please 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.