Sr. Customer Care Representative

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There’s much to learn and many to learn from, with more than 16,000 employees around the world to explore ideas and ambitions with. 
In the USA, we develop, market and produce a wide array of solutions from our 25 most innovative sites, based across the country. Stretch your skills, create and get inspiration from passionate colleagues. Every day, your energy, your thirst for knowledge, and your creativity will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.

Be the central link between the customer, operations, sales team to ensure your client's requirements are met in the most efficient and cost-effective way. Build relationship with Customer, act as the Voice Of the Customer within Givaudan and manage the sales order process through to shipment for assigned customers and affiliates.

Your Title: Sr. Customer Care Representative

Your Location: Mt. Olive, New Jersey

Reporting to: Customer Care Manager

Salary Range Based on Experience: $59,900 - $75,000

Main responsibilities

Build Customer Care strategy and follow global guidelines

Identify opportunities for improvement in Customer Care and participate in projects when relevant

Work with the customer care team on customer relationship and delivering customer experience

Manage customer expectations and build relationship

Provide support for assigned customers and affiliates to meet order requirements and escalate issues with the help of the Support Office and the Control Tower

Daily communication and collaboration with customers, operations, and sales

Resolve request for order changes, issues and handle customer complaints and inquiries internally and externally

When applicable determine corrective action with the help of the Support Office and Control Tower

Prepare Debit and Credit notes, process quality notifications and Customer Returns

Provide coverage and support accounts for other team members

Know how to diffuse a difficult situation and get resolution with the customers

Follow the New Customer/product processes

Communicate Indicator and reports to customers

Be a coach to new Customer Care Representatives, and be available to train

Education

Diploma:

High School or Secondary Education

Associate or University Degree

Languages: English and other language(s)

Professional experience: 3-5 years in the industry including customer-facing role

Required skills:

Knowledge of SAP and associated processes

Microsoft Office expertise

Demonstrated Customer Relationship Management

Basic Inventory Management knowledge

Understanding of Incoterms and Shipping Terminology

Knowledge of Lean/Six Sigma, (white/yellow belt)

Benefits

#LI-hybrid

This is a hybrid remote/on-site role.

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.
Every essence of you enriches our world.
Diversity of perspectives fuels innovation and fosters deeper connections with our employees, customers, and partners. At Givaudan, we are dedicated to cultivating an inclusive environment where every individual’s voice is valued and has the power to shape our world. Join us in making a difference together.