Customer Care Representative

Givaudan • Mississauga, ON

6d

About The Position

At Givaudan, we aim to deliver innovative, sustainable, and high quality products to our customers, creating value through superior customer experience. Our ambition of ‘Responsible growth. Shared success.’ is a common goal that is about creating and sharing success with our customers. For us, success depends on how we best place our customers at the center of our strategy, our execution and our day-to-day activities. We seek to be recognized by our customers for the way we truly engage with them across all touch points in our value chain. We know the importance of being able to customize to the needs of our global, international, regional and local customers.
In this role, you will be the central link between the customer, operations, sales team and our own Givaudan Business Services to ensure client's requirements are met in the most efficient and cost-effective way. Build strong relationships 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. Execute on Customer Care strategy.
Build Strong Relationships: Provide support for assigned customers and affiliates to manage customer expectations. Assist to meet order requirements and escalate issues where appropriate. 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. Participate in customer visits and presentations when required.
Account Management Expertise: 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 Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements.
Continuous Improvement Initiatives: Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant. 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.

Requirements

• Bachelor’s Degree in Business, Supply Chain Management, Operations Management or specific related professional experience
• 2-3 years in industry including customer facing role – strong co-op/intern experience will be considered
• Customer focused with Demonstrated Customer Relationship Management (required)
• Strong knowledge of SAP and associated processes is key or must have aptitude to learn quickly

Nice To Haves

• Basic Inventory Management knowledge
• Understanding of Incoterms and Shipping Terminology a plus
• Knowledge of Lean/Six Sigma, (white/yellow belt)

Responsibilities

• Provide support for assigned customers and affiliates to manage customer expectations.
• Assist to meet order requirements and escalate issues where appropriate.
• 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.
• Participate in customer visits and presentations when required.
• Resolve request for order changes, issues, and handle customer complaints and inquiries internally and externally.
• Determine corrective action with the help of the Support Office and Control Tower.
• Prepare Debit and Credit notes, process quality notifications and Customer Returns.
• Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements.
• Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.
• 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.

Benefits

• contribute to delightful taste and scent experiences that touch people’s lives.
• work within an inspiring teamwork culture – where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
• Diversity of perspectives fuels innovation and fosters deeper connections with our employees, customers, and partners.
• dedicated to cultivating an inclusive environment where every individual’s voice is valued and has the power to shape our world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level