Customer Care Front Office Manager (m/w/d) in Genève

pJoin us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good. There’s much to learn and many to learn from, with more than 17,000 employees around the world to explore ideas and ambitions with. Dive into varied, flexible, and stimulating environments. Meet empowered professionals to partner with, befriend, and stretch your skills alongside. Every day, your energy, your creativity, 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. /p pAs a Customer Care Front Office Manager (m/w/d), you will report directly to the Regional Demand Head and join our Demand department in Vernier (Geneve). /p pYou will manage the Customer Care Team and processes in the market. You will ensure implementation of the global Customer Care strategy and best practices. You will collaborate with the Customer Care Solution Owner. /p h3In This Exciting Role You Will /h3 ul liStrategy design and execution ul liContribute to and implement Customer Care strategy aligned with the Operations Roadmap /li /ul /li liProject Management ul liIdentify opportunities for improvements in Customer Care /li liLead projects, and allocate resources /li /ul /li liSubject Matter Expertise ul liEnsure implementation of global guidelines for sales order management including pricing /li liSupport Customer Care team for escalation of problem resolution, complaints, inquiries and prioritization issues together with the Customer Care Support Office and Control Tower /li liMonitor performance and workload to maintain balance in department /li liMonitor customer service levels in close collaboration with supply chain, sales and other departments /li liCollaborate with demand planning on information relating to planning and inventory position /li liManage annual budget /li liPropose and guide processes and organization optimization for more efficiency and reduced cost /li liUpdate ISO documentation /li liMonitor Customer Care Measurements for the team and the individual level /li liOversee Visual Performance Management for Customer Care and ensure performance improvement /li liWork with the team on customer relationship and delivering positive customer experience /li liCollaborate with planning on information relating to demand planning and stock positions /li liParticipate to Customer visits and presentations /li /ul /li liPeople Management ul liManage, recruit, and coach the local Customer care team /li liIdentify high profiles within the Customer Care Team /li /ul /li /ul h3You? /h3 ul liUniversity Degree required; in supply chain or sales related field beneficial /li liFluent English and French languages /li li5+ years of experience managing teams preferably in a customer-facing, supply chain or operations role /li liKnowledge of manufacturing processes /li liExperience assessing severity of support requests and escape based on severity /li liExperience with SAP /li liUnderstanding of Supply Chain concepts including order to cash, inventory management, process flows and cost structure /li liSix sigma/Lean Green belt certification is beneficial /li liKnowledge of automation and new technologies /li liCSCP certification /li liUnderstanding of Incoterms and Shipping terminology /li /ul h3Our Benefits /h3 ul liHealthcare support /li liPaid time off and family leave /li liRetirement plan /li liSport and leisure clubs /li liCompany shop /li liStaff restaurant /li liMobility allowance /li /ul pThis is a hybrid remote/in-office role. /p pAt Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives. /p pWe value the different perspectives that come from diverse cultures, backgrounds, and experiences. /p pEveryone - 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. /p pEvery essence of you enriches our world. Join us in making a difference together. /p #J-18808-Ljbffr