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Givaudan is the global leader in the creation of flavours and fragrances. In close collaboration with food, beverage, consumer product and fragrance partners, Givaudan develops tastes and scents that delight consumers the world over. With a passion to understand consumers’ preferences and a relentless drive to innovate, Givaudan is at the forefront of creating flavours and fragrances that ‘engage your senses’. The Company achieved sales of CHF 5.5 billion in 2018. Headquartered in Switzerland with local presence in over 145 locations, the company has almost 13,600 employees worldwide. Givaudan invites you to discover more at www.givaudan.com.

Customer Care Support Office Team Lead

About US, GIVAUDAN:
Our name is an invitation to engage your senses. As the world’s leading flavor and fragrances company, we unveil the tastes and scents that suit you best, and that you love most. We bring them to you every day, everywhere in every way. Stirring emotions, awakening memories, enhancing your senses. Expanding your taste and scent experiences, enriching your world. Enjoy the essence, express yourself.


Your future position?
As a Customer Care Team Lead, you will oversee the Support Office team which performs Customer Care activities. Ensure processing of all Customer Care activities for the team, following performance and quality standards defined in relevant service level agreements. Be the main contact for the Head of Customer Care in relation to defined Costumer Care Support Office processes.
This role reports to the Regional Customer Care Support Office Manager.

 
Main Responsibilities

  • Oversee the daily operations of a Customer Care Team for site, category or business team
  • Manage sales order process from receipt of order
  • Resolve issues and handle customer complaints
  • Support Customer Care Representatives for escalation of problem resolution and complaints
  • Prepare Invoices
  • Maintain ISO documentation where required
  • Know how to diffuse a difficult situation and get resolution with the customers and employees
  • Provide training to Customer Care Representatives
  • Help recruit Customer Care Representatives
  • Monitor performance and workload to maintain balance within team and support order management activities
  • Identify areas of process efficiencies, make proposals to address and implement solutions
  • Collaborate with other departments to assure that customer needs are met
  • Oversee customer Indicators and reporting where required
  • Identify opportunities for improvement in customer care

 

Your experience:
+ 3 years of customer care background, preferably in the industry.
+1 year people management experience/team leading role


Language Skills: 

English (mandatory)

 

We offer:

  • Comprehensive benefits, including
  • Performance rewards (recognition, annual bonus)
  • Home office/flexible schedule
  • Paid on site lunch
  • Medical insurance coverage for you and your family
  • Extra vacation time 



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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