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Customer Care Team Lead
vor 2 Wochen
Step into our world of creativity and joy
Customer Care Team Lead
- 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.- Customer Care Team Leader - Kemptthal (Zurich - Switzerland) - Your future position?- Overall mission: Oversee daily operations of a Customer Care Team for a market. Work with customers, operations, sales team and GBS (Global Business Solutions) to ensure excellent Customer Experience in the most efficient and cost-effective way. Build relationship with Customer, and act as the Voice Of the Customer within Givaudan. You will be located in Zurich (Kemptthal), reporting to the Head Demand Europe and SAMEA (#LI-Onsite).**You will**:
- 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, allocate resources- Subject matter expertise-
- Oversee the daily operations of a Customer Care Team for site, category or business team
- Work with the customer care team on customer relationship and delivering excellent customer experience
- Resolve issues and handle customer complaints and inquiries internally and externally
- Daily customer communication, Operations, Sales and GBS (Global Business Solutions)
- 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
- Identify the communication method based on the issue
- Know how to diffuse a difficult situation and get resolution with the customers and employees
- Monitor performance and workload to maintain balance within team and support order management activities
- 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 met
- Responsible for customer Measurements and reporting where required
- 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
- People management
- Provide training for Customer Care Representatives
- Help recruit Customer Care Representatives**You**:
- Diploma: Associate Degree or related experience in Customer Care University Degree- Languages: fluency in English and German language(s)- 5 years relevant experience in Customer Care or Supply Chain roles including leadership experience- Technical sills:- Mastery of SAP in Customer Care
- Microsoft Office expertise
- Interpersonal
- Understanding of Customer Relationship Management
- Inventory Management knowledge
- Understanding of Intercoms and Shipping Terminology
- People Management Skills
- Knowledge of automation and new technologies
- High-level on Kosher processes**Our benefits**:
- Excellent opportunities for progressive learning and development
- 40 hour working week
- Additional paid days off
- Favorable pension fund contributions
- Subsidized meals in the Staff restaurant / You benefit from a discounted catering offer (incl. lunch)
- Sport and leisure club (amenities/showers on site)
- Discounts at the company shop
- Subsidized: REKA vouchers and SBB half fare travelcard
- Worldwide private accident coverage and free choice of hospital
- Additional family/education allowanceAt 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.- We also have a safe working environment, progressive working conditions and are certified as an equal pay e
