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. As a Customer Care Front Office Manager (m/w/d), you will report directly to the Regional Demand Head and join our Demand department in Vernier (Geneve).
Your tasks
- Manage the Customer Care Team and processes in the market
- Ensure implementation of the global Customer Care strategy and best practices
- Collaborate with the Customer Care Solution Owner
- Contribute to and implement Customer Care strategy aligned with the Operations Roadmap
- Identify opportunities for improvements in Customer Care
- Lead projects and allocate resources
- Ensure implementation of global guidelines for sales order management including pricing
- Support Customer Care team for escalation of problem resolution, complaints, inquiries and prioritization issues together with the Customer Care Support Office and Control Tower
- Monitor performance and workload to maintain balance in department
- Monitor customer service levels in close collaboration with supply chain, sales and other departments
- Collaborate with demand planning on information relating to planning and inventory position
- Manage annual budget
- Propose and guide processes and organization optimization for more efficiency and reduced cost
- Update ISO documentation
- Monitor Customer Care Measurements for the team and the individual level
- Oversee Visual Performance Management for Customer Care and ensure performance improvement
- Work with the team on customer relationship and delivering positive customer experience
- Collaborate with planning on information relating to demand planning and stock positions
- Participate to Customer visits and presentations
- Manage, recruit, and coach the local Customer care team
- Identify high profiles within the Customer Care Team
What you bring
- University Degree required; in supply chain or sales related field beneficial
- Fluent English and French languages
- 5+ years of experience managing teams preferably in a customer-facing, supply chain or operations role
- Knowledge of manufacturing processes
- Experience assessing severity of support requests and escalate based on severity
- Experience with SAP
- Understanding of Supply Chain concepts including order to cash, inventory management, process flows and cost structure
- Six sigma/Lean Green belt certification is beneficial
- Knowledge of automation and new technologies
- CSCP certification
- Understanding of Incoterms and Shipping terminology
What the company offers
- Healthcare support
- Paid time off and family leave
- Retirement plan
- Sport and leisure clubs
- Company shop
- Staff restaurant
- Mobility allowance
This is a hybrid remote/in-office role.
About the company
We are Givaudan. Human by nature. 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 is warmly welcomed at Givaudan, a place where we all love to be and grow.