Customer Care Manager North Africa

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 17,000 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.

A Customer Care Manager with the global leader in the creation of Taste & Wellbeing, and a key member of our Regional Supply Chain team - Your future position?

We are looking for a 'Customer Care Manager' to be an excellent business partner for our growing Taste & Wellbeing Operations across North Africa Levant. You will lead all the Taste & Wellbeing Order management activities while ensuring excellent performance and quality standards for Givaudan and our customers.

You will report to the Head of Transport & Customer Care SAMEA while being based in our operations/manufacturing site in October City (Egypt).

Sounds interesting? It could well be your perfect opportunity if, like us, you always aim to exceed customer needs!

In this exciting role, you will be responsible for

• Lead the implementation and the delivery of improvement actions and programs already identified in the Customer Care roadmap to improve the service levels for on-time deliveries and reduction of complaints
• Achieve standardisation and harmonisation of organisation and processes (lean and best practices).
• Increase the automation of processes.
• Work in a structured way (root cause analyses, PDCA) to improve performance and customer service levels.
• Monitor Weekly and analyse monthly KPIs.
• Conduct weekly and monthly reviews with Operations and Commercial Team.
• Manage escalations from customers/sales.
• Support local customer care operations and implement global guidelines
• Support with complex issue resolutions, complaints and prioritisation issues to attain superior customer experience.
• Drive organisation optimisation for improved efficiency and reduce costs
• Work in close colaboration with Supply Chain, Sales, Trade Affairs and other departments to ensure improved service levels to customers
• Train and develop Customer Care Representatives

You?

Are you someone who wants to shape your own world? Then join us – and influence your world!

Your professional profile includes

• A Diploma or Masters in Supply Chain Management, Operations Management or a related discipline.
• 6+ years of relevant and progressive work experience in supply chain management with a background in supply chain or customer care in subregional work environments.
• Knowledge of transportation, customs and trade affairs needs and trends in Africa.
• Experience with incoterms and shipping terminologies.
• Excellent project management and change management skills.
• Comfortable working and collaborating with diverse teams and cultures.
• Excellent oral and written proficiency in the English and Arabic languages.

Our benefits

• Attractive package with benefits
• Excellent opportunities for progressive learning and development.
• A creative and purposeful team environment
• Annual bonus
• Medical and Life Insurance

#LI-Onsite

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.

We value the different perspectives that come from diverse cultures, backgrounds, and experiences.

Everyone — regardless of race, gender identity, sexual orientation, age, disability, culture, religion, or any personal circumstances — is warmly welcomed at Givaudan, a place where we all love to be and grow.

Every essence of you enriches our world. Join us in making a difference together.