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Naturex is an international leader in plant extraction and the development of natural ingredients and solutions for the food, health and beauty sectors. Naturex operates its business through three business units, food and beverage, health and nutrition and personal care. The company operates 16 production locations around the world and employs around 1,700 people. Naturex became part of Givaudan in 2018. 

Givaudan is a global leading company in taste and wellbeing, and fragrance and beauty. With its heritage stretching back over 250 years, the Company has a long history of innovating scents and tastes. The company is committed to driving purpose-led, long-term growth while leading the way to improve happiness and health for people and nature. In the fiscal year 2020, the Company employed over 15,800 people worldwide and achieved sales of CHF 6.3 billion and a free cash flow of 12.8% of sales. Let’s imagine together on www.givaudan.com

Customer Service Supervisor

In this position you will oversee daily operations of a Customer Care Team for site, category or business team.
You will work closely with customers, operations and sales team to ensure customers’ needs are met in the most efficient and cost-effective way.


Core Responsibilities

  • Oversee the daily operations of a Customer Care Team for site, category or business team
  • Manage sales order process from receipt of order through to shipment, for Bedford Park & Co-manufacturers
  • Resolve issues and handle customer complaints internally and externally
  • Day to day communication with Customers, Operations and Sales
  • Support Customer Care Representatives for escalation of problem resolution, complaints and prioritisation
  • Arrange transportation with forwarders or shipping/freight team, manage process for dealing with International orders including inspection and shipping documentation requirements where relevant
  • Prepare Invoices, Debit and Credit notes, Process Notifications and Customer Returns
  • Coordinate with planning on information relating to demand planning and stocking agreements
  • Update and maintain ISO documentation where required
  • Properly identify the right communication method based on the sense of urgency and issue
  • Knows how to diffuse a difficult situation and get resolution with the customers & employees
  • Provide training and coaching for Customer Care Representatives
  • Support the recruitment of Customer Care Representatives
  • Monitor performance and workload to maintain balance within team and support order management activities when necessary
  • Identify areas of process efficiencies, make proposals to address and implement solutions
  • Manage the sample department
  • Collaborate with other departments to assure that customer needs are being met
  • Responsible for customer KPIs and reporting where required
  • Identify opportunities for improvement in customer care


Academic Background

  • Associate Degree or Related Experience in Customer Care
  • University Degree Preferred


Professional Experience

  • 5 years in the industry, preferably in Customer Care or Supply Chain role
  • Technical Skills
  • SAP in Customer Care
  • Understanding of Customer Relationship Management
  • Microsoft Office Expertise
  • Inventory Management knowledge
  • Understanding of Incoterms and Shipping Terminology
  • People Management Skills




At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.
You work within an inspiring teamwork culture – where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Join us and Impact Your World

Diversity drives innovation and creates closer connections with our employees, customers and partners.
Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.

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