Customer Care Team Lead - Lindau, Schweiz - Givaudan

Givaudan

Geprüftes Unternehmen

Lindau, Schweiz

vor 1 Woche

Geschrieben von:

Lena Schneider

beBee Recruiter

Beschreibung

Step into our world of creativity and joy

Customer Care Team Lead

Join 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 16,000 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.
Customer Care Team Leader
Kemptthal (Zurich
Switzerland)
Your future position?
Overall mission: Oversee daily operations of a Customer Care Team for a market. Work with customers, operations, sales team and GBS (Global Business Solutions) to ensure excellent Customer Experience in the most efficient and costeffective way. Build relationship with Customer, and act as the Voice Of the Customer within Givaudan. You will be located in Zurich (Kemptthal), reporting to the Head Demand Europe and SAMEA (#LI-Onsite).

You will:

Strategy design and execution
Implement Customer Care strategy and follow global guidelines
Project management
Identify opportunities for improvement in Customer Care and participate in projects, allocate resources
Subject matter expertise
Oversee the daily operations of a Customer Care Team for site, category or business team
Work with the customer care team on customer relationship and delivering excellent customer experience
Resolve issues and handle customer complaints and inquiries internally and externally
Daily customer communication, Operations, Sales and GBS (Global Business Solutions)
Support Customer Care Representatives for escalation of problem resolution, complaints and prioritization in close relationship with the Control Tower and the Solution Owners
Ensure implementation of the New Customer/product processes
Prepare Debit and Credit notes, Process Notifications and Customer Returns with the team
Coordinate with planning on information relating to demand planning and stocking agreements
Identify the communication method based on the issue
Know how to diffuse a difficult situation and get resolution with the customers and employees
Monitor performance and workload to maintain balance within team and support order management activities
Update and Use Visual Performance Management with other departments and ensure performance improvement
Identify areas of process efficiencies, make proposals to address and implement solutions
Collaborate with other departments to assure that customer needs are met
Responsible for customer Measurements and reporting where required
Collect Customer Forecast, enter forecast in Demand Planning tool and collaborate with planning on information relating to demand planning and stock positions
Monitor the new Customer/product processes
Ensure Data integrity (Customer Master data)
Participate to Customer visits and presentations
People management
Provide training for Customer Care Representatives
Help recruit Customer Care Representatives
You:
Diploma: Associate Degree or related experience in Customer Care University Degree
Languages: fluency in English and German language(s)
5 years relevant experience in Customer Care or Supply Chain roles including leadership experience
Technical sills:
Mastery of SAP in Customer Care
Microsoft Office expertise
Interpersonal
Understanding of Customer Relationship Management
Inventory Management knowledge
Understanding of Intercoms and Shipping Terminology
People Management Skills
Knowledge of automation and new technologies
Highlevel on Kosher processes
Our benefits:
Excellent opportunities for progressive learning and development
40 hour working week
Additional paid days off
Favorable pension fund contributions
Subsidized meals in the Staff restaurant / You benefit from a discounted catering offer (incl. lunch)
Sport and leisure club (amenities/showers on site)
Discounts at the company shop
Subsidized: REKA vouchers and SBB half fare travelcard
Worldwide private accident coverage and free choice of hospital
Additional family/education allowanceAt 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.
Every essence of you enriches our world.
We also have a safe working environment, progressive working conditions and are certified as an equal pay e