Senior Customer Care Representative

2 weeks ago

Singapore Givaudan Full time

**Senior Customer Care Representative - Your future position?**

As a 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 relationships 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

**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
- Resolve requests for order changes, and 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 Forecast, enter into the tool and collaborate with planning on information relating to demand planning and stock positions and actively participate in demand planning meet-ings
- Proactively ask for and act upon Customer feedback
- Update and maintain accurate customer records, including customer-specific information, contracts, labeling, 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
- 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

**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:

- 5 years experience in Order management or relevant
- University or Diploma
- General understanding of customer service
- SAP experience will be preferred
- Analytical skills on problem-solving
- Good communication skill
- Willing to learn and develop self within the company

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

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