The Overall mission :
Responsible for the Customer Care Excellence team which performs controlling and monitoring activities.
Ensure timely and accurate processing of all Control Tower related activities for assigned team(s), in accordance with performance and quality standards defined in relevant service level agreements.
Act as a main point of contact for the Head of Customer Care in relation to defined Control Tower processes.
Main responsibilities :
Actively works to continuously improve processes.
Creates strong morale and spirit in the team.
Builds constructive and effective relationships with cross functional teams and stakeholders.
Lays out work in an organized manner and monitors progress and results.
Communicate effectively with internal and external partners by phone or via email.
Support the set-up and supervise the Control Tower for the pilot countries (team up to 7 persons).
Provide professional support for the team : Coach team members, set goals, evaluate skill development, develop individual action plans and train team as needed.
Issue resolution within the Control Tower.
Supervise day to day operations in Control Tower :
Monitor Customer orders, identify orders at risk and follow-up with stakeholders when necessary
Coordinate and prioritize resolution of exceptions orders (rushes) and orders in distress with internal stakeholders following Division guidelines
Own and coordinate the prioritization in case of crisis following Division guidelines
Liaise with Customer Care front office to provide customers with the best alternatives
Handle and resolve any customer escalation by providing the necessary solutions
Propose and drive processes and organization optimization for more efficiency and reduced cost
Work on reoccurring exceptions and Continuous Improvement with stakeholders
Continuously seek information from the business on Customers, production etc.
Extract and update data for Customer Care Support Office Visual Performance Measurement
Adherence to service levels
Adherence to policies and procedures
Are you passionate about Supply and Demand Planning? Are you a proactive, independent multi-tasker who wants to collaborate and learn together with teams who are as passionate as you are?
Then come join us and impact your world.
Success profile includes
Bachelor s degree, preferably in Business Administration, Industrial Engineering, Foreign Relationships.
Ability to read, write and communicate in English in a business setting (billingual) and Portuguese
Min. 3 years of experience in Supply Chain Management
Min. 1 year of experience in team-leading role
Good working knowledge of SAP
Advanced MS Excel and good knowledge of Microsoft Office or equivalent tools
Relevant process experience
Strong customer service skills
Experience of knowledge transfer activity is an advantage
Experience in a shared service center is an advantage
Six Sigma / Lean Green belt certified preferred
Understanding of Incoterms and shipping terminology
Basic planning, logistics, shipping / export knowledge
Your next career step?
Givaudan is not only the global leader in the creation of flavours and fragrances, but also a place where you can impact your world and contribute to solutions that touch and delight people all over the world every day.
We encourage our employees to work on varied challenges and opportunities that foster growth and promote career development.
For the latest opportunities, visit Job Opportunities on Engage to grow and shape your path.