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

Givaudan; Vernier; Hybrid; CHF 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare support

Paid time off

Retirement plan

Mobility allowance

Staff restaurant

Company shop

Job summary

Givaudan is seeking a Customer Care Front Office Manager to lead the Vernier-based Customer Care Team and implement the global Customer Care strategy. The role reports to the Regional Demand Head and collaborates with the Demand department in Vernier (Geneve).

You will drive strategy, project management, and performance monitoring across order management, pricing, and service excellence to deliver superior customer experiences.

Qualifications

• University degree in supply chain or sales related field.
• Fluent English and French.
• 5+ years of experience managing teams in customer-facing, supply chain or operations roles.
• Six Sigma/Lean Green belt certification is beneficial.

Responsibilities

• Design and execute Customer Care strategy aligned with the Operations Roadmap.
• Identify opportunities for improvements in Customer Care and lead projects.
• Ensure implementation of global guidelines for sales order management including pricing.
• Support escalation of problem resolution, inquiries and prioritization with the Customer Care Support Office and Control Tower.
• Monitor performance and workload; ensure balance in department and service levels.

Skills

Fluent English

Fluent French

Education

University Degree in supply chain or sales related field

CSCP certification

Tools

SAP

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 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.

As 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).

You 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.

In This Exciting Role You Will

• Strategy design and execution
  • Contribute to and implement Customer Care strategy aligned with the Operations Roadmap
• Project Management
  • Identify opportunities for improvements in Customer Care
  • Lead projects, and allocate resources
• Subject Matter Expertise
  • Ensure implementation of global guidelines for sales order management including pricing
  • Support Customer Care team for escalation of problem resolution, complaints, inquiries and prioritization issues together with the Customer Care Support Office and Control Tower
  • Monitor performance and workload to maintain balance in department
  • Monitor customer service levels in close collaboration with supply chain, sales and other departments
  • Collaborate with demand planning on information relating to planning and inventory position
  • Manage annual budget
  • Propose and guide processes and organization optimization for more efficiency and reduced cost
  • Update ISO documentation
  • Monitor Customer Care Measurements for the team and the individual level
  • Oversee Visual Performance Management for Customer Care and ensure performance improvement
  • Work with the team on customer relationship and delivering positive customer experience
  • Collaborate with planning on information relating to demand planning and stock positions
  • Participate to Customer visits and presentations
• People Management
  • Manage, recruit, and coach the local Customer care team
  • Identify high profiles within the Customer Care Team

You?

• University Degree required; in supply chain or sales related field beneficial
• Fluent English and French languages
• 5+ years of experience managing teams preferably in a customer-facing, supply chain or operations role
• Knowledge of manufacturing processes
• Experience assessing severity of support requests and escape based on severity
• Experience with SAP
• Understanding of Supply Chain concepts including order to cash, inventory management, process flows and cost structure
• Six sigma/Lean Green belt certification is beneficial
• Knowledge of automation and new technologies
• CSCP certification
• Understanding of Incoterms and Shipping terminology

Our Benefits

• Healthcare support
• Paid time off and family leave
• Retirement plan
• Sport and leisure clubs
• Company shop
• Staff restaurant
• Mobility allowance

This is a hybrid remote/in-office role.

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.

We value the different perspectives that come from diverse cultures, backgrounds, and experiences.

Everyone - 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.

Every essence of you enriches our world. Join us in making a difference together.