Customer Services Coordinator

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with passion and imagination, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that help 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. 
In Brazil, work with our empowered experts to stretch your skills and unlock opportunities. Every day, your creativity, your personality, and your contributions 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. 

Job Purpose
Oversee daily operations of a Customer Care Team for site, category or business team. 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
• 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
• 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 & Professional experience

• University Degree
• 5 years in the industry, preferably in Customer Care or Supply Chain role

Technical Skills

• Interpersonal and Communication Skills
• Mastery of SAP in Customer Care
• Understanding of Customer Relationship Management
• Microsoft Office Expertise
• Inventory Management knowledge
• Understanding of Incoterms and Shipping Terminology
• Competent Negotiation Skills
• People Management Skills
• Language Skills: English and other language(s) as required

Benefits

• Medical and Dental plan for you and your dependents;
• Private Pension Plan;
• Life Insurance;
• Hybrid Model: 1 day per week working from home / 4 days a week onsite
• On-site restaurant;
• Free Parking or Charter or Transportation Voucher;
• GymPass;
• Daycare Assistance (for women with children up to 5 years and 11 months);
• Pharmacy Assistance (medicine paid through payroll);
• Employee Assistance Program - specialized assistance and guidance in legal, psychological, financial, and social matters - 100% Confidential.

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.