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Head of Customer Care Central Europe
vor 7 Monaten
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.
**Head of Customer Care Central Europe - Kemptthal (Zurich) - Your future position?**:
**Overall mission**:
Manage the local Customer Care Team and Customer Care operations and lead the implementation of global guidelines and best practice to ensure and exceed customer satisfaction in the most efficient and cost-effective way for the German, Italian, Scandinavian, Israeli and Swiss market. You will be located in Kemptthal (Switzerland) and report to the Head Demand Europe and South Asia, Middle East, Africa (#Li-Onsite).
**You will**:
- Manage the local Customer care teams in Switzerland, Germany and Italy.
- Recruit, train and performance manage Customer Care team
- Ensure implementation of global guidelines for sales order management including pricing
- Support Customer Care team for escalation of problem resolution, complaints and prioritization issues
- Monitor performance and workload to maintain balance in department
- Work in close collaboration with supply chain, sales and other departments to ensure service level to customers
- Coordinate with demand planning on information relating to planning and inventory position
- Validate and ensure implementation of global and local customer contracts including consignment, inventory agreements and Free Trade Agreements to global guidelines
- Manage annual budget where required
- Manage order process to exceed sales targets and financial goals
- Contribute to and implement Customer Care Strategy aligned with the Operations Road map
- Propose and guide processes and organization optimization for more efficiency and reduced cost
- Know how to diffuse a difficult situation and get resolution with the customers and employees
- Monitor Customer Care Measurements for the team and the individual level
- Identify opportunities for improvement in Customer Care
**You**:
- University Degree required in supply chain or sales related field
- Minimum 5 years expertise in an equal position
- Knowledge of supply chain and manufacturing processes
- Experience in the flavor and ingredient industry
- Expert in order-to-cash processes (including system knowledge)
- Market and customer knowledge in all mentioned countries
**Technical Skills**:
- Deep experience with SAP
- Working Knowledge of Customer Relationship Management
- Understanding of Supply Chain concepts including order to cash, inventory management, process flows and cost structure
- Understanding of LEAN methods
- Change management experience
- Demonstrated People Management Skills
- Language Skills: English and preferably Italian
**Main Responsibilities**:
- Develop network within the internal organization to enhance collaboration with Commercial functions and Supply Chain partners
- Collaborate across Supply Chain departments and IT organization to ensure data integrity
- Determine feasibility to accept supply chain requirements based on established policies
- Negotiate response to customer requirements and requests
- Prepare and manage escalation (internal and external)
- Develop relationship to the different partners within the customer's organization to understand the needs, improve ways of working and build trust
- Coordinate and implement customer projects/processes/ways of working
- Establish and lead a customer specific improvement forum
- Identify go forward programs to meet customer requirements
- Collaborate with the Global Supply Chain function on projects and improvement programs
- Help implement Sales projects by managing the Supply Chain impact
- Monitor Supply Chain performance trends of global account(s) and establish customer specific performance reporting incl. metrics for Supply Chain improvement forum
- Analyze data globally for trends and provide regular updates on service trends to head of Supply Chain, Quality, Operations and Commercial
- Identify area of potentials to improve the Supply Chain
- Establish customer specific performance reporting for use in Givaudan global forums to ensure "on priority", "on time" and "on quality" project execution and response
- Manage internal / external partner expectations through understanding on required improvement actions and provide support for resolution
- Promote excellenc
