Head of Customer Service

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. 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. 

In the USA, we develop, market and produce a wide array of solutions from our 25 most innovative sites, based across the country. Stretch your skills, create and get inspiration from passionate colleagues. Every day, your energy, your thirst for knowledge, and your creativity 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.

 

 

Join us as our next Head of Customer Service, Reporting to our Head of Supply Chain for North America. You will manage the different Commercial Units Customer Care Teams and Customer Care operations and lead the implementation of global guidelines and best practice to ensure and exceed customer satisfaction in the most efficient and cost-effective way for the region.

 

You will be based in Cincinnati, OH.

 

In this exciting role you will:

• 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

 

Main Responsibilities:

• Develop network within the internal organization to enhance collaboration with Commercial functions and Supply Chain stakeholders

• Collaborate across Supply Chain departments and IT organization to ensure data integrity

• Determine feasibility to accept supply chain requirements based on established policies

• Negotiate, internationalize and harmonize response to customer requirements and requests

• Prepare and manage escalation (internal and external)

• Develop relationship to the different stakeholders within the customer's organization to understand the needs, improve ways of working and build trust

• Coordinate and lead implementation of customer projects/processes/ways of working

• Establish and drive customer specific and cross-functional improvement forum

• Develop go forward programs to meet customer requirements

• Collaborate with the Global Supply Chain function on projects and improvement projects

• Help implement Sales projects by managing the Supply Chain impact

• Monitor Supply Chain performance trends of global account(s) and establish customer specific performance reporting incl. metrics for Supply Chain improvement forum

• Review and analyze data globally for trends and provide regular updates on service trends to head of Supply Chain, Quality, Operations and Commercial

• Identify area of potentials to regional and global functions to gain in Supply Chain (opportunities for higher reliability, responsiveness, and costs optimization)

• Establish customer specific performance reporting for use in Givaudan global forums to ensure "on priority", "on time" and "on quality" program execution and response

• Manage internal / extern