Givaudan Careers Customer Care Front Officer

Join us and celebrate the beauty of human experience. Create for happier healthier lives with love for nature. Together with kindness humility and a spirit of adventure we deliver food innovations craft inspired fragrances and develop beauty and wellbeing solutions. Theres much to learn from our 79 production sites worldwide known for their best-in-class processes and procedures. Theres many to learn from with high-performing leaders and caring colleagues to explore ideas and ambitions with. Every day your energy your personality 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 Front Officer - Your Future Position

As a Customer Care Front Officer in our Fragrance and Beauty Division in Shanghai you will be the central link between the customer operations sales team and GBS to ensure clients 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 and affiliates.

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 when relevant

Subject matter expertise

• Provide support for assigned customers and affiliates to meet order requirements and escalate issues
• Work with the customer care team on customer intimacy and delivering customer experience
• Daily communication and collaboration with customers operations sales and GBS
• Resolve request 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 and Control Tower
• Prepare Debit and Credit notes process quality notifications and Customer Returns
• Manage customer expectations and building strong relationships
• Collect Customer Forecast enter into tool and collaborate with planning on information relating to demand planning and stock positions and actively participate in demand planning meetings
• Ask for and act upon Customer feedback
• Update accurate customer records including customer specific information contracts labelling packaging and stock requirements
• Provide coverage and support accounts for other team members
• Know how to diffuse a difficult situation and get resolution with the customers
• Follow the new Customer/product processes and contribute to improve New customer experience
• Participate to Customer visits and presentations

Your professional profile includes:

• Education: Associate or University Degree
• Experience: 2 years in a customer-facing role industry experience
• Knowledge of SAP and associated processes
• Microsoft Office expertise
• Demonstrated Customer Relationship Management
• Basic Inventory Management knowledge
• Understanding of Incoterms and Shipping Terminology
• Negotiation skills
• Knowledge of Lean/Six Sigma (white/yellow belt)

Our Benefits

• Attractive package with benefits
• Excellent opportunities for progressive learning and development
• A creative team environment that will inspire you

#LI-Hybrid

At Givaudan you contribute to delightful taste and scent experiences that touch peoples 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.