Job Opportunities Taste & Wellbeing Customer Care Manager for Southern & East Africa, West & Ce[...]

Givaudan; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A multinational flavor and fragrance company in Johannesburg seeks a Customer Care Manager to lead Taste & Wellbeing Order Management activities. You will improve performance and quality standards, manage a team of 5-6, and support customer care operations. Ideal candidates should possess a degree in Supply Chain Management, 8 years of experience, and excellent communication skills in English. Attractive compensation and benefits are offered.

Benefits

Excellent opportunities for progressive learning and development

Creative team environment

Attractive compensation package with benefits

Pension contribution

Health Insurance

Qualifications

• 8 years of relevant experience in supply chain management.
• Background in supply chain or customer care in regional work environments.
• Knowledge of transportation, customs, and trade affairs in Africa.

Responsibilities

• Lead the implementation and delivery of improvement actions in Customer Care.
• Standardize and harmonize organization and processes.
• Monitor performance and analyze monthly goal-related data.

Skills

Project management

Change management

Customer care

Bidding

Corporate marketing

Education

Diploma or Masters in Supply Chain Management

Certifications in Six Sigma / Lean Green Belt

Job description

Overview

Join us and celebrate the beauty of human experience. Create for happier healthier lives with love for nature. Together with kindness humility and a spirit of adventure we deliver food innovations craft inspired fragrances and develop beauty and wellbeing solutions. There are 79 production sites worldwide known for best-in-class processes and procedures. Every day your energy your personality 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.

Your future position

A Customer Care Manager – to be an excellent partner for our growing Taste & Wellbeing Operations across Southern & East Africa, West & Central Africa. You will lead all Taste & Wellbeing Order Management activities while ensuring excellent performance and quality standards for Givaudan and our customers. This manager role has 5-6 direct reports and reports to the Head of Transport & Customer Care SAMEA. The role is based at our operations/manufacturing site in Johannesburg (South Africa).

Responsibilities and opportunities for development are outlined below. This role is ideal if you aim to exceed customer needs.

Responsibilities

• Excellence in execution: lead the implementation and delivery of improvement actions and programs identified in the Customer Care roadmap to improve on-time service levels and reduce complaints.
• Achieve standardisation and harmonisation of organisation and processes (lean & best practices).
• Increase the automation of processes.
• Work in a structured way (root cause analyses, PDCA) to improve performance and customer service levels.
• Monitor weekly measurements and analyse monthly goals related data.
• Conduct weekly and monthly reviews with Operations and Commercial teams.
• Manage escalations from customers/sales.
• Support local customer care operations and implement global guidelines.
• Support with complex issue resolutions, complaints, and prioritisation to attain customer experience.
• Promote organisation optimisation for improved efficiency and reduced costs.
• Work in close collaboration with Supply Chain, Sales, Trade Affairs and other departments to ensure improved service levels to customers.
• Develop Customer Care Representatives.

Your profile

• A Diploma or Masters in Supply Chain Management, Operations Management or a related discipline. Additional certifications in Six Sigma / Lean Green Belt are advantageous.
• 8 years of relevant and progressive work experience in supply chain management with a background in supply chain or customer care in sub-regional work environments.
• Knowledge of transportation, customs and trade affairs needs and trends in Africa.
• Experience with incoterms and shipping terminologies.
• Excellent project management and change management skills.
• Comfortable working with diverse teams and cultures.
• Excellent oral and written proficiency in English. Knowledge of additional languages is advantageous but not mandatory.

Benefits

• Excellent opportunities for progressive learning and development
• A creative team environment that inspires you
• Attractive compensation package with benefits
• Pension contribution
• Health Insurance

#LI-Onsite

Additional information

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.

Required experience

Manager

Key skills

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Employment Type: Full-Time

Experience: years

Vacancy: 1