Customer Care Front Office Representative

Givaudan; Vimodrone; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

Un'azienda innovativa cerca un rappresentante del servizio clienti per fungere da collegamento centrale tra clienti e team interni. In questo ruolo stimolante, sarai responsabile della gestione del ciclo degli ordini, della risoluzione delle problematiche e della costruzione di relazioni solide con i clienti. Con la tua esperienza e le tue competenze analitiche, contribuirai a migliorare l'esperienza del cliente e a garantire che le esigenze siano soddisfatte in modo efficiente. Se sei appassionato di servizio clienti e desideri fare la differenza in un ambiente collaborativo, questa è l'opportunità che fa per te.

Competenze

• 2+ anni di esperienza in un ruolo di customer care e supply chain.
• Fluente in inglese e italiano con ottime capacità comunicative.

Mansioni

• Fornire supporto ai clienti e gestire il ciclo degli ordini.
• Collaborare con team interni per risolvere problemi e richieste.
• Gestire le aspettative dei clienti e costruire relazioni.

Conoscenze

Gestione della relazione con i clienti

Comunicazione efficace

Problem solving

Analisi dei dati

Gestione delle aspettative dei clienti

Formazione

Laurea Universitaria

Strumenti

SAP

BI/BO

MS-Access

Excel

Descrizione del lavoro

Select how often (in days) to receive an alert:

Customer Care Front Office Representative

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 Front Office Representative - Your future position?

Your overall mission is to be the central link between the customer, operations, sales team, and Givaudan Business Solutions (GBS) to ensure our client's requirements are met in the most efficient and cost-effective way. You will build relationships with Customers, act as the Voice Of the Customer within Givaudan and manage the sales order cycle for assigned customers and affiliates.

You will report to the Head of Customer Care.

In this exciting role you will be responsible for:

Customer Care:

1. Provide support for assigned customers and affiliates to meet order requirements and escalate issues.
2. Collaboration with customers, operations, sales, and GBS.
3. Resolve issues and requests for order changes and inquiries internally and externally.
4. Handle customer complaints and returns.
5. Determine corrective actions with the help of the Support Office, Control Tower and Continuous Improvement.
6. Prepare Debit and Credit notes and other billing activities.
7. Manage customer expectations and build relationships.
8. Collect Customer Forecast and work with planning on information relating to demand planning and stock positions and participate in demand planning meetings.
9. Understanding and overseeing all aspects of supply chain management and coordinating full order cycle.
10. Ask for and act upon Customer feedback.
11. Update accurate customer records, including customer-specific information, contracts, labelling, packaging, and stock requirements.
12. Provide coverage and support accounts for other team members.
13. Know how to diffuse a difficult situation and get resolution with the customers.
14. Follow the new Customer/product processes and help improve new customer experience.
15. Participate in Customer visits and presentations.

Order Management and Planning:

1. Balance Service levels, Inventory and Costs for the assigned production plant/product families by preparing LTP/Demand Plan with regular reviews/updates of planning parameters according to ABC/XYZ categories and Best practices in place for your role.
2. Lead Decision-making process on MTO vs. MTS strategies and ensure agreement on Local planning and regional supply planning.
3. Create Demand plan with highest possible Accuracy by always promoting for most actual business information (new- changed- lost- transferred- replaced- business) linking with Commercial organisation and re-evaluate Forecast information provided by Customer.
4. Lead Vendor Managed Inventory (VMI) process for selected Accounts, ensuring parameterization and ensuring daily business routine of order placing.
5. Support SLOB by Local planning, assist a/o recommend rescue measures and help escalating unresolved issues. Do your utmost to reduce obsolescence and write-offs for Account specific set up (Warehouses, MTS items).
6. Take Ownership of Customer Safety Stock Contracts management ensuring adherence to Givaudan’s prerequisites and with Inventory impact assessment.
7. Spot and correct Supply/Capacity issues on Finished goods, Raw material without customer impact.
8. Coordinate Product life cycle management focusing on efficient introduction and removal of products.
9. Coordinate order escalations for assigned product families with Customer Care and Supply Chain.

Your professional profile includes:

• University or College degree.
• 2+ years in a customer & supply chain role.
• Fluent English and Italian.
• Advanced user of systems and analytical tools (SAP, BI/BO, MS-Access, XLS).

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 other talented and passionate people 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.