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Givaudan is a global leading company in taste and wellbeing, fragrance and beauty. With its heritage stretching back over 250 years, the Company has a long history of innovating scents and tastes. From a favourite drink to your daily meal, from prestige perfumes to cosmetics and laundry care, its creations inspire emotions and delight millions of consumers the world over. 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 Care Supervisor

On thi position you will oversee the daily operations of a Customer Care Team for a market. You will work closely with customers, operations, sales team and GBS to ensure Superior Customer Experience in the most efficient and cost-effective way. This role is about building strong relationship with Customers, and act as the Voice Of the Customer within Givaudan.

 

Main responsibilities:

  • Strategy design and execution

 

Implement and execute Customer Care strategy and follow global guidelines

  • Project management

Continuously identify opportunities for improvement in Customer Care and lead or participate in projects when relevant and/or allocate resources

 

  • Subject matter expertise

Oversee the daily operations of a Customer Care Team for site or market 
Actively work with the customer care team on customer intimacy and delivering superior customer experience 
Resolve issues and handle customer complaints and inquiries internally and externally
Day to day communication with Customers, Operations, Sales and GBS
Support Customer Care Representatives for escalation of problem resolution, complaints and prioritization in close relationship with the Control Tower and the Solution Owners
Ensure implementation of the New Customer/product processes
Prepare Debit and Credit notes, Process Notifications and Customer Returns with the team
Coordinate with planning on information relating to demand planning and stocking agreements
Update and maintain ISO documentation where required
Identify the right communication method based on the sense of urgency and issue
Know how to diffuse a difficult situation and get resolution with the customers & employees
Monitor performance and workload to maintain balance within team and support order management activities when necessary
Update and Use Visual Performance Management with other departments and ensure performance improvement
Identify areas of process efficiencies, make proposals to address and implement solutions
Collaborate with other departments to assure that customer needs are being met
Responsible for customer KPIs and reporting where required
Proactively collect Customer Forecast, enter forecast in Demand Planning tool and collaborate with planning on information relating to demand planning and stock positions 
Monitor the new Customer/product processes
Ensure Data integrity (Customer Master data)
Participate to Customer visits and presentations when required

 

  • People management

Provide training and coaching for Customer Care Representatives
Support the recruitment of Customer Care Representatives

 

  • People management

Provide training and coaching for Customer Care Representatives
Support the recruitment of Customer Care Representatives


You have: 

  • Associate Degree or related experience in Customer Care University Degree preferred
  • +5 years in the industry, preferably in Customer Care or Supply Chain role
  • Mastery of SAP in Customer Care
  • Microsoft Office expertise
  • Inventory Management knowledge
  • Knowledge of Lean Six Sigma, Green/White/Yellow belt 
  • Knowledge of automation and new technologies

 

 



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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