Customer Care Representative

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 17,000 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 Representative, you will be the central link between the customer, operations, sales team and our Global Business Solution Center to ensure client's requirements are met in the most efficient and cost-effective way. You will build strong relationship 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

Strategy design and execution

• Execute the 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 issues where appropriate
• Actively work with the Customer Care team on customer intimacy and delivering a superior customer experience
• Day to day communication and collaboration with customers, operations, sales and GBS
• Resolve requests for order changes, issues and handle customer complaints / 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 building strong relationships
• 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
• Diffuse difficult situations 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
• Microsoft Office expertise
• Interpersonal and communication skills
• Demonstrated Customer Relationship Management
• Basic Inventory Management knowledge
• Negotiation skills

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.

We value the different perspectives that come from diverse cultures, backgrounds, and experiences.

Everyone — regardless of race, gender identity, sexual orientation, age, disability, culture, religion, or any personal circumstances — is warmly welcomed at Givaudan, a place where we all love to be and grow.

Every essence of you enriches our world. Join us in making a difference together.