Teamlead Customer Care Front Office Central Europe

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with passion and imagination, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. 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.
In France, discover the empowered passionate professionals who made history creating our legendary perfumery school. Feel the heritage. Acquire knowledge and experience, gained in our renowned European Creation Centre, or from any of our 17 innovative sites across the country. Every day, your commitment, your humility, and your risk-taking will shape our future. Every essence of you enriches our world. We are Givaudan. Human by nature.

We are looking for a permanent contract based in Avignon.
- Main responsibilities:_

You will work closely with customers, operations, sales team, and support office to ensure Superior Customer Experience in the most efficient and cost-effective way.

You will build strong relationships with Customers, and act as the Voice Of the Customer within Givaudan.

**Strategy design and execution**:
Implement and execute Customer Care strategy and follow global guidelines

**Project management**:
Continuously identify opportunities for improvement in Customer Care and lead or participate in projects when relevant and/or allocate resources. When leading a project, manages virtual teams when necessary

**Subject matter expertise**:
Oversee the daily operations of a Customer Care Team for the site, category, or business team
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 the support office
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
Update and maintain ISO documentation where required
Identify the right communication method based on the sense of urgency and issue
Know how to diffuse a difficult situation and get resolution with the customers & employees
Monitor performance and workload to maintain balance within the team and support order management activities when necessary
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 being met
Responsible for customer KPIs and reporting where required
Proactively collect Customer Forecast and communicates to Demand Planning
Collaborates with planning on information relating to demand planning and stock positions
Monitor the new Customer/product processes
Ensure Data integrity (Customer Master data)
Participate in Customer visits and presentations when required

**People management**:
Provide training and coaching for Customer Care Representatives
Support the recruitment of Customer Care Representatives

**Profile**:

- Academic Background: University Degree, or equivalent experience, in business, supply chain or operations management, or related discipline is desirable.
- Professional Experience: 5 + years of experience in a similar customer-facing role/management role
- Language skills: Fluent English is a must
- Excellent interpersonal and communication skills
- Computer skills (SAP is a plus, MS Word, Excel, PowerPoint)
- Strong process management knowledge
- Excellent understanding of Customer Relationship Management
- Good understanding of Incoterms and Shipping terminology
- Basic Inventory knowledge
- Competent Conflict Management and Negotiation Skills

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.