\\n 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.

Customer Care Team Leader - Kemptthal (Zurich - Switzerland) - Your future position?

Overall mission: Oversee daily operations of a Customer Care Team for a market. Work with customers, operations, sales team and GBS (Global Business Solutions) to ensure excellent Customer Experience in the most efficient and cost-effective way. Build relationship with Customer, and act as the Voice Of the Customer within Givaudan. You will be located in Zurich (Kemptthal), reporting to the Head Demand Europe and SAMEA (#LI-Onsite).

You will:

Strategy design and execution

Implement Customer Care strategy and follow global guidelines

Project management

Identify opportunities for improvement in Customer Care and participate in projects, allocate resources

Subject matter expertise

Oversee the daily operations of a Customer Care Team for site, category or business team

Work with the customer care team on customer relationship and delivering excellent customer experience

Resolve issues and handle customer complaints and inquiries internally and externally

Daily customer communication, Operations, Sales and GBS (Global Business Solutions)

Support Customer Care Representatives for escalation of problem resolution, complaints and prioritization in close relationship with the Control Tower and the Solution Owners

Ensure implementation of the New Customer/product processes

Prepare Debit and Credit notes, Process Notifications and Customer Returns with the team

Coordinate with planning on information relating to demand planning and stocking agreements

Identify the communication method based on the issue

Know how to diffuse a difficult situation and get resolution with the customers and employees

Monitor performance and workload to maintain balance within team and support order management activities

Update and Use Visual Performance Management with other departments and ensure performance improvement

Identify areas of process efficiencies, make proposals to address and implement solutions

Collaborate with other departments to assure that customer needs are met

Responsible for customer Measurements and reporting where required

Collect Customer Forecast, enter forecast in Demand Planning tool and collaborate with planning on information relating to demand planning and stock positions

Monitor the new Customer/product processes

Ensure Data integrity (Customer Master data)

Participate to Customer visits and presentations

People management

Provide training for Customer Care Representatives

Help recruit Customer Care Representatives

You:

Diploma: Associate Degree or related experience in Customer Care University Degree

Languages: fluency in English and German language(s)

5 years relevant experience in Customer Care or Supply Chain roles including leadership experience

Technical sills:

Mastery of SAP in Customer Care

Microsoft Office expertise

Interpersonal

Understanding of Customer Relationship Management

Inventory Management knowledge

Understanding of Intercoms and Shipping Terminology

People Management Skills

Knowledge of automation and new technologies

High-level on Kosher processes

Our benefits:

Excellent opportunities for progressive learning and development

40 hour working week

Additional paid days off

Favorable pension fund contributions

Subsidized meals in the Staff restaurant / You benefit from a discounted catering offer (incl. lunch)

Sport and leisure club (amenities/showers on site)

Discounts at the company shop

Subsidized: REKA vouchers and SBB half fare travelcard

Worldwide private accident coverage and free choice of hospital

Additional family/education allowance

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.
Givaudan is committed to equal opportunities. Therefore, we welcome applications regardless of cultural and social background, gender, age, religion or sexual identity.
We also have a safe working environment, progressive working conditions and are certified as an equal pay employer.

At Givaudan, you contribute to delightful taste and scent experiences that touch people\\xe2\\x80\\x99s lives.
You work within an inspiring teamwork culture \\xe2\\x80\\x93 where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Join us and Impact Your 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.\\n \\n \\n \\n \\n \\n

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