Senior Customer Care Representative

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness, humility, and a spirit of adventure, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There’s much to learn from our 79 production sites worldwide, known for their best-in-class processes and procedures. There’s many to learn from, with high-performing leaders and caring colleagues to explore ideas and ambitions with. Every day, your energy, your personality, 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.
Senior Customer Care Representative - Your future position?
As a Senior Customer Care Front Office Representative you will be the central link between the customer, operations, sales team and our shared service center to ensure the client's requirements are met in the most efficient and cost-effective way. You will build strong rela-tionships with Customers, act as the Voice Of the Customer within Givaudan and manage the sales order process through to shipment for assigned customers and affiliates.

**Reporting to**: Customer Care Manager

**Location**: Pioneer

Main Responsibilities
Strategy design and execution
Execute Customer Care strategy and follow global guidelines

Project management
Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant

Subject matter expertise
Provide support for assigned customers and affiliates to meet order requirements and escalate is-sues 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. Coordinate with relevant depart-ments to ensure orders are dispatched / delivered on time and manage customer expectations
Resolve requests for order changes, and issues and handle customer complaints and inquiries internally and externally
Prepare Debit and Credit notes, process quality notifications and Customer Returns
When applicable determine corrective action with the help of the Support Office and Control Tower
Manage customer expectations and building strong relationships
Proactively collect Customer Forecast, enter into the 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, labeling, packaging, and stock requirements
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
Follow the new Customer/product processes and contribute to improving New customer experience
Participate in Customer visits and presentations when required
Provide coverage and support accounts for other team members as necessary
Able to work independently and priorities workload
Act as coach and mentor to new Customer Care Representatives, as well as be available to train where necessary
Manage and escalate complex customer issues to management when necessary
Provide support to Customer Care Manager to monitor customer service metrics and KPIs where applicable

You?
Are you someone who wants to grow and shape your own world? Who needs a new challenge and brings an excellent contribution to the company? Then come and join us - and improve your world.

**Key Requirements**:
10 years’ experience in Order management or relevant
University or Diploma
General understanding of customer service
SAP experience will be preferred
Strong problem-solving skills and the ability to think creatively to find solutions
Willing to learn and develop self within the company
Interpersonal and Communication Skills
Strong Knowledge of SAP & Associated Processes
Demonstrated Customer Relationship Management
Understanding of Incoterms and Shipping Terminology are preferred
Negotiation skills
Excellent verbal and written communication skills

**Our Benefits**:
Attractive package with benefits
Excellent opportunities for progressive learning and development
A creative team environment that will inspire you
Comprehensive healthcare plans
PTO and family leave
- LI-Y

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 e