Customer Care Manager - Fragrance & Beauty

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good. 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. Dive into varied, flexible, and stimulating environments. Meet empowered professionals to partner with, befriend, and stretch your skills alongside. Every day, your energy, your creativity, and your determination 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.  
 

Customer Care Manager, your future role?

You will manage the Customer Care area of our Fragrance & Beauty operations in Mexico and Central America, implementing Givaudan's Customer Care strategy and best practices in the market to ensure and exceed our customers' satisfaction in the most efficient and cost-effective way. You will lead a team of accomplished and motivated Customer Care professionals.

You will report directly to the Supply Chain Manager and dotted line to the Americas Demand & Customer Care Director, and you will work on-site at our manufacturing mill located at Pedro Escobedo, Queretaro state.

Your main responsibilities will be:

Strategy design and execution

• Implement the Customer Care strategy aligned with the Operations roadmap.

Subject matter expertise

• Lead the local Customer Care team.
• Ensure implementation of global guidelines for sales order management including pricing.
• Support Customer Care team for escalation of problem resolution, complaints, inquiries and prioritization issues together with the Customer Care Support Office and Control Tower.
• Monitor performance and workload to maintain the work balance in the team.
• Monitor customer service levels in close collaboration with supply chain, sales and other departments.
• Collaborate with demand planning on information related to planning and inventory position.
• Validate and ensure implementation of global and local customer contracts including consignment, inventory agreements, Free Trade Agreements while following global guidelines.
• Manage the annual budget of the area.
• Manage order process to exceed sales targets and financial goals.
• Propose and lead processes and organization optimization for more efficiency and reduced cost.
• Maintain audit documentation.
• Monitor Customer Service main indicators both for the team and the individual level.
• Oversee Visual Performance Management for Customer Care and ensure performance improvement.
• Ensure Customer Forecast input for the Demand Planning tool.
• Monitor the New Customer/product processes.
• Work with the team on customer relationship and delivering excellent customer experience.
• Participate in demand planning meetings.
• Participate in Customer visits and presentations.

People management

• Recruit and manage the performance of the Customer Care team.
• Identify high profiles within the Customer Care Team.

Project management

• Identify opportunities for improvements in the Customer Care function.
• Lead projects.

You

If you are someone who wants to shape your world, who excels in being in a culture where you can express yourself in a creative team environment, who wants to collaborate and learn together with teams who are as passionate as you are, then join us - and improve your world.

Your professional profile must include:

• University degree in Supply Chain, Business Management, Industrial Engineering or related discipline.
• At least 7 years of experience in customer-facing or supply chain roles and 3 years of experience leading teams in these tasks acquired in multinational companies with a multicultural environment.
• Understanding of Supply Chain management concepts including order to cash, lead times, inventory management, process flows and cost structure.
• Experience handling over 500 orders a month.
• Experience in non-systematic Customer Relationship Management.
• Deep experience with SAP.
• Lean Sig SIgma Green Belt certification.
• Advanced MS excel (can maintain complex spreadsheets).
• Fluent English.

Our Benefits

• Annual bonus and PTU.
• Excellent medical insurance plan.
• Excellent Savings Plan.
• In-company English lessons.
• Career Development Opportunities with access to many virtual learning sessions.
• International working environment
• Quality of Life program.

#LI-Onsite

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 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.