Customer Care 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 Representative**

We are looking for a Customer Care Representative in Vimodrone (Milan) to be the central link between the customer, operations, sales team and GBS to ensure that our client's requirements are met in the most efficient and cost-effective way. You will also build relationship with Customer, act as the Voice Of the Customer within Givaudan and manage the sales order process through to shipment for assigned customers and affiliates.

**Reporting to the Team Lead Customer Care Italy, your main responsibilities will be**:

- ** Strategy design and execution**:

- Build Customer Care strategy and follow global guidelines
- ** Project management**:

- Identify opportunities for improvement in Customer Care and participate in projects
- ** Subject matter expertise**:

- Provide support for assigned customers and affiliates to meet order requirements and escalate issues
- Collaboration with customers, operations, sales, and GBS
- Resolve issues and requests for order changes and inquiries internally and externally
- Handle customer complaints and returns
- Determine corrective actions with the help of the Support Office, Control Tower and Continuous Improvement
- Prepare Debit and Credit notes and other billing activities
- Manage customer expectations and build relationships
- Collect Customer Forecast and work with planning on information relating to demand planning and stock positions and participate in demand planning meetings
- Understand and oversee all aspects of supply chain management and coordinating full order cycle,
- Ask for and act upon Customer feedback
- Update accurate customer records, including customer-specific information, contracts, labelling, packaging, and stock requirements
- Provide coverage and support accounts for other team members
- Know how to diffuse a difficult situation and get resolution with the customers
- Follow the new Customer/product processes and help improve new customer experience
- Participate in Customer visits and presentations
- Take Ownership of Customer Safety Stock Contracts management ensuring adherence to Givaudan's
- prerequisites and with Inventory impact assessment,
- Spot and correct Supply/Capacity issues of Finished goods, Raw material without customer impact,
- Coordinate Product life cycle management focusing on efficient introduction and removal of products

**You?**
- High School or Secondary Education; Associate or University Degree preferred
- Italian and English knowledge, additional languages a plus
- 2+ years of experience in the industry including customer facing role
- Knowledge of SAP and associated processes
- Microsoft Office expertise
- Demonstrated Customer Relationship Management
- Basic Inventory Management knowledge
- Understanding of Incoterms and Shipping Terminology
- Knowledge of Lean/Six Sigma, (white/yellow belt)

LI-Hybrid

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.