Sr. Customer Care Representative

Givaudan SA•Mount Olive, NJ

10d•Hybrid

About The Position

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.Be the central link between the customer, operations, sales team to ensure your client's requirements are met in the most efficient and cost-effective way. Build 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.

Requirements

High School or Secondary Education
Associate or University Degree
Languages: English and other language(s)
Professional experience: 3-5 years in the industry including customer-facing role
Knowledge of SAP and associated processes
Microsoft Office expertise
Demonstrated Customer Relationship Management
Basic Inventory Management knowledge
Understanding of Incoterms and Shipping Terminology
Knowledge of Lean/Six Sigma, (white/yellow belt)

Responsibilities

Build Customer Care strategy and follow global guidelines
Identify opportunities for improvement in Customer Care and participate in projects when relevant
Work with the customer care team on customer relationship and delivering customer experience
Manage customer expectations and build relationship
Provide support for assigned customers and affiliates to meet order requirements and escalate issues with the help of the Support Office and the Control Tower
Daily communication and collaboration with customers, operations, and sales
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
Provide coverage and support accounts for other team members
Know how to diffuse a difficult situation and get resolution with the customers
Follow the New Customer/product processes
Communicate Indicator and reports to customers
Be a coach to new Customer Care Representatives, and be available to train