Overall mission:

Be the central link between the customer, operations, sales team and GBS to ensure client's requirements are met in the most efficient and cost-effective way. Build strong relationship with Customer, act as the voice of the customer within Givaudan and manage the sales order process through to shipment for assigned customers.

Main responsibilities:

Strategy design and execution

Execute Customer Care strategy and follow global guidelines.

Project management

Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.

Subject matter expertise

Provide support for assigned customers to meet order requirements and escalate issues where appropriate.

Actively work with the customer care team on customer intimacy to deliver a superior customer experience.

Day to day communication and collaboration with Customers, Operations, Sales, GBS, Regulatory Liaise with EDM, International Trade Compliance, Customs Broker, and CA10 Distribution regarding

requisite Canadian import demands including tariff classification, NAFTA, CFIA, - Meat and Dairy and DEA

Resolve requests for order changes, issues and handle customer complaints and inquiries internally and externally.

When applicable determine corrective action with the help of the Support Office

Prepare debit and credit notes, process quality notifications and customer return orders.

Manage customer expectations and build strong customer relationships.

Proactively collect customer forecasts, enter into tool and collaborate with planning on information related to demand planning and stock positions and actively participate in demand planning meetings.

Proactively ask for and act upon customer feedback

Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging, and safety stock requirements.

Provide coverage and backup support for other team members as necessary.

Identify the right communication method based on the urgency and issue.

Ability to diffuse and resolve difficult customer interactions.

Follow the New Customer/product processes and contribute to improve New Customer experience.

Process and support new opportunity ATLAS briefs for Canadian house accounts.

Participate in customer visits and presentations when required.

Education/ primary qualification:

Diploma:

Secondary Education

Associate or University Degree preferred.

Languages: English and other language(s) as required

Professional experience: 2-3 years in the industry including customer facing role.

Required competencies:

Customer focus

Action oriented

Time management

Written communication

Peer relationship

Conflict management

Informing

Problem solving

Business acumen

Required skills:

Strong knowledge of SAP and associated processes

Microsoft Office expertise

Interpersonal and communication skills

Demonstrated Customer Relationship Management

Basic Inventory Management knowledge

Understanding of Incoterms and Shipping Terminology

Negotiation skills

Knowledge of Lean/Six Sigma, (white/yellow belt)

Benefits

Paid Vacation

Paid Holidays and Sick Time