Customer Care Manager

4 weeks ago

مصر, Egypt Givaudan Full time

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 16,800 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.

**Purpose**

Manage the local Customer Care Team 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. Deal with orders of special importance personally and support the team technically where needed.

**Job Location (on-site)**:
You will be based on site in our factory in 6th of October city, in the industrial zone no. 3.

**Reporting to**:
You will be reporting to the Head of Demand, SAMEA region and dotted line to the Head of Operations, Egypt.

**Main Responsibilities**:

- You will manage the local Customer Care team
- Recruit, train and performance manage Customer Care team
- Deal with delicate customers, complex or urgent orders personally and ensure customer service
- 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
- 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
- Propose and improve processes and organization optimization for more efficiency and reduced cost
- Update ISO documentation
- 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

**Academic Background**:

- Bachelor's Degree in Engineering, Logistics or related.

**Professional Experience**
- Minimum 7 years experience managing teams preferably in a customer-facing, supply chain or operations role
- Knowledge of supply chain and manufacturing processes an advantage
- Experience in the flavor, ingredient or fragrance industry

**Technical Skills**
- 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
- Demonstrated People Management Skills
- Language Skills: English Fluency

**Benefits**:

- Good compensation package
- Annual Bonus
- Medical Insurance with family coverage
- Life Insurance
- Pension Plan
- Shuttle service

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.

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