Head of Customer Service
Givaudan
full-time
Posted on:
Location Type: Office
Location: Cincinnati • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Manage the Customer care teams in the region
- Recruit, coach and performance manage Customer Care managers and team leads in the region
- Ensure implementation of global guidelines for sales order management including pricing
- Support Customer Care team for escalation of problem resolution, complaints and prioritization issues
- Monitor performance and workload to maintain balance in department
- Work in close collaboration with supply chain, sales and other departments to ensure service level to customers
- Coordinate with demand planning on information relating to planning and inventory position
- Validate and ensure implementation of global and local customer contracts including consignment, inventory agreements and Free Trade Agreements to global guidelines
- Develop annual budget where required
- Manage order process to exceed sales targets and financial goals
- Contribute to and implement Customer Care Strategy aligned with the Supply Chain and Operations Roadmap
- Propose and guide processes and organization optimization for more efficiency and reduced cost
- Interpret and respond to customer requests based on the urgency and issue
- Know how to diffuse a difficult situation and get resolution with the customers and employees
- Monitor Customer Care Measurements for the team and the individual level
- Identify opportunities for improvement in Customer Care
Requirements
- University Degree in supply chain or sales related field
- Minimum 8 years experience in an equal position
- Knowledge of supply chain and manufacturing processes
- Experience in the flavor and ingredient industry
- Expert in order-to-cash processes (including system knowledge)
- Market and customer knowledge
- Deep experience with SAP
- Working Knowledge of Customer Relationship Management
- Understanding of Supply Chain concepts including order to cash, inventory management, process flows and cost structure
- Change management experience
- Lean/Green Belt certificate
- Demonstrated People Management Skills
- Language Skills: English and preferably Italian
Benefits
- Healthcare Plan: Medical
- Dental
- Vision
- High matching 401k plan
- Vacation days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
supply chain processesmanufacturing processesorder-to-cash processesinventory managementprocess flowscost structurecustomer relationship managementproblem resolutionperformance managementbudget management
Soft skills
people managementcoachingcommunicationcollaborationconflict resolutionorganizational skillsstrategic thinkingchange managementanalytical skillscustomer service orientation
Certifications
Lean/Green Belt certificate