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 5.1 billion in 2017. Headquartered in Switzerland with local presence in over 100 locations, the company has more than 11,100 employees worldwide. Givaudan invites you to discover more at www.givaudan.com.
Customer Care Front Officer
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.
As a Customer Care Front Office Representative you will be the central link between the customer, operations, sales team and our Global Business Solution Centre to ensure client's requirements are met in the most efficient and cost-effective way. You will build strong relationships with the customer, act as the voice of the customer within Givaudan and manage the sales order process through to shipment for assigned customers and affiliates.
In this role, you will have the following responsibilities:
* Execute Customer Care strategy and follow global guidelines.
* Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.
* Provide support for assigned customers and affiliates to meet order requirements and escalate issues where appropriate.
* Actively work with the Customer Care Team on customer intimacy and delivering superior customer experience.
* Day to day communication and collaboration with customers, operations, sales and GBS. 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.
* Manage customer expectations and build strong relationships. Proactively collect customer forecasts, enter into tool and collaborate with Planning on information relating to demand planning and stock positions and actively participate in demand planning meetings.
* Proactively ask for and act upon customer feedback.
* Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements.
* Provide coverage and support accounts for other team members as necessary.
* 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.
* Follow the new Customer/product processes and contribute to improve new customer experience.
* Participate in customer visits and presentations when required.
Your professional profile includes:
* At least, High School or Secondary Education Diploma.
* Associate or University Degree is preferred.
* English and another language(s) is preferred.
* 1 year in the industry including customer facing role is preferred.
* Interpersonal and communication skills.
* Demonstrated Customer Relationship Management.
* Basic Inventory Management knowledge.
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. 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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