Customer Care Representative

16 hours ago

Milton Keynes, United Kingdom drom fragrances GmbH & Co. KG Full time

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**Customer Care Representative**:
As a Customer Care Front Office Representative you will be the central link between the customer, operations, sales team and our Global Business Solution Center to ensure client's requirements are met in the most efficient and cost-effective way. You will 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.

In this role, you will have the following responsibilities:
**Strategy design and execution**
- Execute Customer Care strategy and follow global guidelines

**Project management**
- Continuously 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 where ap-propriate
- Actively work with the customer care team on customer intimacy and delivering superior customer experience
- Day to day 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. 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
- Proactively ask for and act upon Customer feedback
- Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements
- Provide coverage and support accounts for other team members as necessary
- Identify the right communication method based on the sense of urgency and issue
- Knows 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 when required

Your professional profile includes:

- At least, High School or Secondary Education Diploma.
- Associate or University Degree is preferred
- English and another language(s) is preferred
- 1 year in the industry including customer facing role is preferred
- Microsoft Office expertise
- Interpersonal and communication skills
- Demonstrated Customer Relationship Management
- Basic Inventory Management knowledge
- 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.
Join us and Impact Your 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.

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