Job Description

Customer Care Manager in Singapore – Your next position? As a Customer Care Manager in our Fragrance & Beauty Division at Givaudan’s Singapore office, your role is to manage the Customer Care & Demand Planning Team and processes in the market. You will ensure implementation and best practices exceed customer satisfaction in the most efficient and cost-effective way.
You will report to Head of Demand APAC and your main responsibilities include:

• Contribute to and implement Customer Care and Demand Planning strategy aligned with the Operations Roadmap
• Identify opportunities for improvements in Customer Care and Demand Planning
• Manage the local Customer care team and Demand Planner
• Ensure implementation of global guidelines for sales order management including pricing
• Support Customer Care team for escalation of problem resolution, complaints, inquiries and prioritisation issues together with the Customer Care Support Office and Control Tower
• Monitor performance and workload to maintain balance in department
• Monitor customer service levels in close collaboration with supply chain, sales and other departments
• Collaborate 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, Free Trade Agreements while following global guidelines
• Manage annual budget where required
• Manage order process to exceed sales targets and financial goals
• Propose and lead processes and organization optimization for more efficiency and reduced cost
• Maintain ISO documentation where necessary
• Monitor Customer Care KPIs for the team and the individual level
• Manage Visual Performance Management for Customer Care and ensure performance improvement
• Ensure Customer Forecast input and validation for the Demand Planning tool
• Monitor the New Customer/product processes
• Work with the team on customer engagement and delivering excellent customer experience
• Collaborate with planning on information relating to demand planning and stock positions
• Guide and participate in demand review meetings
• Participate to Customer visits and presentations

You? Are you an ambitious, self-motivated individual? Eager to grow in a culture where you can express yourself in a dynamic environment? Who wants to collaborate and learn together with teams as passionate as you are? Then come join us – and impact your world.
Your professional profile includes:

• University Degree in supply chain or sales related field
• Minimum 5 years’ experience managing teams preferably in a supply chain, customer-facing or operations role
• Knowledge of supply chain concepts and manufacturing processes including order to cash, inventory management, process flows and cost structure
• Understanding of Incoterms and Shipping terminology
• Experience in non-systematic Customer Relationship Management

Our Benefits

• Attractive package with benefits
• Excellent opportunities for progressive learning and development
• A creative team environment that will inspire you
• Comprehensive healthcare plans
• PTO and family leave

• LI-Y