Head of Customer Care

Step into our world of creativity and joy

Head of Customer Care & Transport - SAMEA Taste & Wellbeing
- 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.
- [This role is flexible and open to be based in any of our operations/manufacturing sites in 6th October City (Egypt), or Ranjangaon, Pune (India),or Tulisa Park(South Africa)]_

**Head of Customer Care & Transport role - Your future position?**
- We are looking for a Head of Customer Care & Transport to be an excellent partner for our growing Taste & Wellbeing Operations sites across South Asia, the Middle East, and Africa (SAMEA). You will lead all the Taste & Wellbeing regional transportation activities for sea, air, and road inbound and outbound SAMEA while ensuring excellent performance and quality standards for Givaudan and our customers.
- You will reports to the Head of Supply Chain for SAMEA and offer excellent personal and professional development opportunities. You will be flexible and open to be based in any of our operations/manufacturing sites in Johannesburg (South Africa), 6th October City (Egypt), or Ranjangaon, Pune (India).
- Sounds interesting? It could well be your perfect opportunity if, like us, you always aim to exceed customer needs

**Your main responsibilities**:

- Excellence in execution:_
- Lead the implementation and the delivery of improvement actions and programs already identified in the transport roadmap:

- 1) to improve the service levels for on-time deliveries and reduction of complaints and
- 2) improve the transportation costs.
- Identify continuous improvement programs.
- Achieve standardisation and harmonisation of organisation and processes (lean & best practices).
- Increase the automation of processes.
- Work in a structured way (root cause analyses, PDCA) with main partners (site transport teams, road hub, GBS, 3PL, 4PL, controlling, warehousing) to improve performance and reduce costs.
- Monitor and analyse monthly Indicators related.
- Conduct/attend reviews with carriers and logistics service providers.
- Support projects and address escalations from customers/sales.
- Project management:_
- Contribute to the deployment of global and regional transport projects at all regional sites to improve the balance of service level, cost and quality with a specific focus on the Alliance programme (integration of acquired companies) and the Regional Distribution Centre implementation project
- Ensure sustainability of implemented actions and projects.
- Help integrate acquired companies.
- Manage change management for communication and training.
- Customer Care:_
- Support local Customer care organizations and implement global guidelines
- Support with complex issue resolutions, complaints and prioritisation issues to attain Superior Customer Experience.
- Guide organisation optimisation for improved efficiency
- Work in close colaboration with Supply Chain, Sales, Trade Affairs and other departments to ensure improved service levels to customers
- Coordinate regional activities and guide SAMEA sales targets
- Support transport network changes, including selecting LSPs and implementing them in collaboration with IM&S.
- Follow market evolution and trends of service and costs.

**Your professional profile includes**:

- A Bachelor's degree in Logistics, Supply Chain Management, Operations Management or a related discipline.
- 8+ years of relevant and progressive work experience in supply chain management with a background in logistics management and customer care in international work environments.
- Knowledge of transportation, customs and trade affairs needs and trends in SAMEA.
- Experience with incoterms and shipping terminologies.
- Excellent project management and change management skills.
- Excellent oral and written proficiency in the English language.
- Able to travel within the SAMEA region.

**Our benefits**:

- Excellent opportunities for progressive learning and development.
- A creative team environment to inspire you.
- Great compensation package with benefits.
- Bonus Payment
- Retirement Contribution
- Health Insurance
- Multiple location: 6th October City (Egypt), Pune (India), Tulisa Park (South Africa)
- #LI-Onsite
- At Givaudan, you contribute to delightful taste and scent exper