Customer Care Representative at Givaudan

As a member of the Customer Care Team you will manage the sales order process from receipt through to shipment for the assigned customers and affiliates in line with Customer Care guidelines. Be the central link between the Customer, Operations and Sales to ensure the customer needs are met in the most efficient and cost-effective way. In this exciting role you will:

Sales Order Process : You will manage the sales order process from receipt of order through to shipment for assigned customers and affiliates in line with Customer Care guidelines. You will disposition and organization of the transport including the facilitating the issuing of dangerous goods certificates/declarations. You will collaborate with other departments to assure that customer needs are delivered on time and manage customer expectations.

Pricing: You will be responsible for day to day communication and clarifications with sales, pricing, planning, production, quality control, customs, forwarding agents and customer. You will resolve issues and handle customer complaints internally and externally and determine corrective actions. You will confirm pricing, inventory and provide ship date information. You will prepare invoices, debit notes, credit notes, process notifications and customer returns where relevant. You will co-ordinate with Planning on information relating to demand planning, stock agreements and actively participate in meetings.

Support: You will provide coverage and support accounts for other team members where necessary and act as a coach and mentor to new Customer Care Representatives, as well as update SOPs, and train when necessary. You will arrange transportation with Forwarders, shipping/freight team, manage the process of inspection when dealing with international orders where relevant and prepare legalization of certificates and documents for export orders where required. You will properly identify the right communication method based on the sense of urgency and issue. You will identify areas of process efficiencies, make proposals to address and implement solutions and be responsible for customer KPIs and reporting in the region and lo-cally. You will act as Power User for Customer Care Team and actively participate in regional meetings. You will conduct Customer Visits with customers when necessary.

You?

Are you someone who wants to grow and shape your own world? Who thrives in a culture where you can express yourself in a creative team environment? Who wants to collaborate together with teams who are as passionate as you are? Then come join us - and impact your world.

Your professional profile includes:

• Matric plus a three year qualification
• 1-2 years in customer-facing role, industry experience preferred
• Language skills: English speaking, reading and writing is mandatory
• Excellent interpersonal and communication skills
• Computer skills (SAP mastery, MS Word, Excel, PowerPoint)
• Strong process management knowledge
• Excellent understanding of Customer Relationship Management
• Good understanding of Export Market, Incoterms and Shipping terminology
• Experience with drop shipments, shipments from Europe into Sub Saharan Africa
• Basic Inventory knowledge
• Competent Conflict Management and Negotiation Skills