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 / external stakeholder expectations through agreement on required improvement actions and provide support for resolution

Promote excellence in Supply Chain communication to customers

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

Change management experience

Lean / Green Belt certificate

Demonstrated People Management Skills

Language Skills : English and preferably Italian

Required Qualifications :

University Degree in supply chain or sales related field

Minimum 8 years experience in an equal position

Knowledge of supply chain and manufacturing processes

Experience in the flavor and ingredient industry

Expert in order-to-cash processes (including system knowledge)

Market and customer knowledge

What We Can Offer You :

Healthcare Plan :

Medical

Dental

Vision

High matching 401k plan

Vacation days

#LI-Onsite

#ZR

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 of perspectives fuels innovation and fosters deeper connections with our employees, customers, and partners. At Givaudan, we are dedicated to cultivating an inclusive environment where every individual's voice is valued and has the power to shape our world. Join us in making a difference together.