Customer Care Representative

Givaudan; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a leading company in the beauty and food innovation sector as a Customer Care Specialist. Your role will involve managing customer relationships, ensuring order requirements are fulfilled, and collaborating with various teams to enhance the customer experience. Candidates should have a secondary education or higher, with 2-3 years of relevant experience.

Qualifications

• 2-3 years professional experience in customer-facing roles required.
• Strong knowledge of SAP processes essential.
• Professional interpersonal and communication skills necessary.

Responsibilities

• Manage customer relationships and ensure requirements are met.
• Provide support for order changes and handle complaints.
• Collaborate with various internal teams to fulfill customer needs.

Skills

Customer focus

Time management

Problem solving

Negotiation skills

Education

Secondary Education or Associate/University Degree

Tools

SAP

Microsoft Office

Job description

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.

Overall mission: Be the central link between the customer, operations, sales team, and GBS to ensure client's requirements are met in the most efficient and cost-effective way. Build strong relationships with customers, act as the voice of the customer within Givaudan, and manage the sales order process through to shipment for assigned customers.

Main responsibilities:

1. Strategy design and execution

• Execute Customer Care strategy and follow global guidelines.

Project management

• Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.

Subject matter expertise

• Provide support for assigned customers to meet order requirements and escalate issues where appropriate.
• Work with the customer care team on customer intimacy to deliver a superior customer experience.
• Communicate and collaborate daily with Customers, Operations, Sales, GBS, Regulatory, EDM, International Trade Compliance, Customs Broker, and CA10 Distribution regarding Canadian import demands including tariff classification, NAFTA, CFIA, Meat and Dairy, and DEA.
• Resolve requests for order changes, handle customer complaints and inquiries internally and externally.
• Determine corrective actions with the Support Office when applicable.
• Prepare debit and credit notes, process quality notifications, and customer return orders.
• Manage customer expectations and build strong relationships.
• Proactively collect customer forecasts, enter data into tools, and collaborate with planning on demand and stock information, participating in demand planning meetings.
• Gather and act on customer feedback.
• Maintain accurate customer records, including contracts, labeling, packaging, and safety stock requirements.
• Provide backup support for team members as needed.
• Choose appropriate communication methods based on urgency and issue.
• Diffuse and resolve difficult customer interactions.
• Follow processes for new customers/products and contribute to improving the customer experience.
• Support new opportunity briefs for Canadian accounts and participate in customer visits and presentations as required.

Education/primary qualification:

• Secondary Education; Associate or University Degree preferred.
• Languages: English and other required languages.
• Professional experience: 2-3 years in the industry, including customer-facing roles.

Required competencies:

• Customer focus, Action orientation, Time management, Written communication, Peer relationship, Conflict management, Informing, Problem solving, Business acumen.

Required skills:

• Strong knowledge of SAP and processes.
• Microsoft Office skills.
• Interpersonal and communication skills.
• Customer Relationship Management experience.
• Basic Inventory Management knowledge.
• Understanding of Incoterms and Shipping Terminology.
• Negotiation skills.
• Knowledge of Lean/Six Sigma (white/yellow belt).

At 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 talented and passionate colleagues across disciplines, regions, and divisions. Every essence of you enriches our world. Diversity drives innovation and creates closer connections with our employees, customers, and partners. Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.