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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 16,800 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 Lead - Spain - Your future role
As a Customer Care Team Lead in Saint Celoni, Spain, you will oversee the daily operations of a Customer Care Team for a market. Work closely with customers, operations, sales team, and GBS to ensure Superior Customer Experience in the most efficient and cost-effective way. Build strong relationships with customers, and act as the Voice Of the Customer within Givaudan.
In this role you will:
* Implement and execute Customer Care strategy and follow global guidelines
* Continuously identify opportunities for improvement in Customer Care and lead or participate in projects when relevant and/or allocate resources
* Actively work with the customer care team on customer intimacy and delivering superior customer experience
* Resolve issues and handle customer complaints and inquiries internally and externally
* Day to day communication with Customers, Operations, Sales and GBS
* 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
* Monitor performance and workload to maintain balance within team and support order management activities when necessary
* Identify areas of process efficiencies, make proposals to address and implement solutions
* Responsible for customer KPIs and reporting where required
* Proactively 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 when required
* Provide training and coaching for Customer Care Representatives
* Support the recruitment of Customer Care Representatives
* Work on Customer care Projects for improvements of Service numbers, efficiency, costs and team performance.
Your professional background includes
* Diploma: Associate Degree or related experience in Customer Care, University Degree preferred
* Languages: English and Spanish languages as required
* Professional experience: ~5 years in the industry, preferably in Customer Care or Supply Chain role
* Mastery of SAP in Customer Care
* Microsoft Office expertise
* Inventory Management knowledge
* Knowledge of Lean Six Sigma, Green/White/Yellow belt
* Knowledge of automation and new technologies
* High Level on Kosher processes
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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