Givaudan SA-posted 2 months ago
Full-time • Senior
Cincinnati, OH
5,001-10,000 employees

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. 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. In the USA, we develop, market and produce a wide array of solutions from our 25 most innovative sites, based across the country. Stretch your skills, create and get inspiration from passionate colleagues. Every day, your energy, your thirst for knowledge, and your creativity 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. Join us as our next Head of Customer Service, Reporting to our Head of Supply Chain for North America. You will manage the different Commercial Units Customer Care Teams 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 region. You will be based in Cincinnati, OH.

  • Manage the Customer care teams in the region.
  • Recruit, coach and performance manage Customer Care managers and team leads in the region.
  • 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.
  • Develop annual budget where required.
  • Manage order process to exceed sales targets and financial goals.
  • Contribute to and implement Customer Care Strategy aligned with the Supply Chain and Operations Roadmap.
  • Propose and guide processes and organization optimization for more efficiency and reduced cost.
  • Interpret and respond to customer requests based on the urgency and issue.
  • 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.
  • University Degree in supply chain or sales related field.
  • Minimum 8 years experience 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.
  • 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.
  • Change management experience.
  • Lean/Green Belt certificate.
  • Demonstrated People Management Skills.
  • Language Skills: English and preferably Italian.
  • Healthcare Plan: Medical.
  • Dental.
  • Vision.
  • High matching 401k plan.
  • Vacation days.
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