Customer Care Front Office Manager (m/w/d)
Givaudan · Vernier
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 escalate 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
#LI-Hybrid
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.