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 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. 

Overall mission: Be the central link between the customer, operations, sales team and GBS to ensure client’s requirements are met in the most efficient and cost-effective way. Build strong relationship with Customer, act as the voice of the customer within Givaudan and manage the sales order process through to shipment for assigned customers.

Main responsibilities:

1- Strategy design and execution

• Execute Customer Care strategy and follow global guidelines

2 – Project management

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

3 – Subject matter expertise

• Provide support for assigned customers to meet order requirements and escalate issues where appropriate
• Actively work with the customer care team on customer intimacy to deliver a superior customer experience
• Day to day communication and collaboration with Customers, Operations, Sales, GBS, Regulatory Liaise with EDM, International Trade Compliance, Customs Broker, and CA10 Distribution regarding requisite Canadian import demands including tariff classification, NAFTA, CFIA, – Meat and Dairy and DEA
• Resolve requests for order changes, issues and handle customer complaints and inquiries internally and externally
• When applicable determine corrective action with the help of the Support Office
• Prepare debit and credit notes, process quality notifications and customer return orders
• Manage customer expectations and build strong customer relationships
• Proactively collect customer forecasts, enter into tool and collaborate with planning on information related 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, labelling, packaging and safety stock requirements
• Provide coverage and backup support for other team members as necessary
• Identify the right communication method based on the urgency and issue
• Ability to diffuse and resolve difficult customer interactions
• Follow the New Customer/product processes and contribute to improve New Customer experience
• Process and support new opportunity ATLAS briefs for Canadian house accounts
• Participate in customer visits and presentations when required

Education/ primary qualification:

• Diploma:
• Secondary Education
• Associate or University Degree preferred
• Languages: English and other language(s) as required
• Professional experience: 2-3 years in the industry including customer facing role

Required competencies:

• Customer focus
• Action oriented
• Time management
• Written communication
• Peer relationship
• Conflict management
• Informing
• Problem solving
• Business acumen

Required skills:

• Strong knowledge of SAP and associated processes
• Microsoft Office expertise
• Interpersonal and communication skills
• Demonstrated Customer Relationship Management
• Basic Inventory Management knowledge
• Understanding of Incoterms and Shipping Terminology
• Negotiation skills
• Knowledge of Lean/Six Sigma, (white/yellow belt)

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 everyone impacts our world.

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