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. There’s much to learn from our 79 production sites worldwide, known for their best-in-class processes and procedures. There’s 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 Office Representative - Your Future Position?
As a Customer Care Front Office Representative in our Fragrance and Beauty Division in Shanghai, you will be the central link between the customer, operations, sales team and GBS to ensure client's 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
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Execute Customer Care strategy and follow global guidelines
Project management
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Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant
Subject matter expertise
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Provide support for assigned customers and affiliates to meet order requirements and escalate issues where appropriate
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Actively work with the customer care team on customer intimacy and delivering superior customer experience
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Day to day communication and collaboration with customers, operations, sales and GBS
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Resolve request for order changes, issues and handle customer complaints and inquiries internally and externally
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When applicable determine corrective action with the help of the Support Office and Control Tower
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Prepare Debit and Credit notes, process quality notifications and Customer Returns
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Manage customer expectations and building strong relationships
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Proactively 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
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Proactively ask for and act upon Customer feedback
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Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements
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Provide coverage and support accounts for other team members as necessary
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Identify the right communication method based on the sense of urgency and issue
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Knows how to diffuse a difficult situation and get resolution with the customers
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Follow the new Customer/product processes and contribute to improve New customer experience
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Participate to Customer visits and presentations when required
You?
Are you someone who wants to grow shape your own world? Who thrives being in a culture where you can express yourself in creative team environment? Who wants to collaborate and learn together with teams who are as passionate as you are? Then come to join us – and impact your world.
Your professional profile includes
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Education Associate or University Degree Preferred
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Experience 2+ years in customer facing role, industry experience preferred
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Strong knowledge of SAP and associated processes
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Microsoft Office expertise
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Interpersonal and communication skills
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Demonstrated Customer Relationship Management
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Basic Inventory Management knowledge
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Understanding of Incoterms and Shipping Terminology
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Negotiation skills
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Knowledge of Lean/Six Sigma, (white/yellow belt)
At Givaudan, you contribute to delightful taste and scent experiences that touch people’s 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.
