• We are looking for a ‘Customer Care Manager’ to be an excellent partner for our growing Taste & Wellbeing Operations across Southern & East Africa, West & Central Africa. You will lead all the Taste & Wellbeing Order management activities while ensuring excellent performance and quality standards for Givaudan and our customers.
• This individual contributor role reports to the Head of Transport & Customer Care SAMEA and offers excellent personal and professional development opportunities. The role is to be based in our operations/manufacturing site in Johannesburg (South Africa).
• 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 –

Excellence in execution:

• Lead the implementation and the delivery of improvement actions and programs already identified in the Customer Care roadmap: 1) to improve the service levels for on-time deliveries and reduction of complaints
• Achieve standardisation and harmonisation of organisation and processes (lean & best practices).
• Increase the automation of processes.
• Work in a structured way (root cause analyses, PDCA) with main to improve performance and customer service levels.
• Monitor Weekly Measurements and analyse monthly Goals related.
• 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 customer experience.
• Promote 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
• Develop Customer Care Representatives

You?

• Are you someone who wants to shape your own world? Who excels being in a culture where you can express yourself in a creative team environment? Who wants to collaborate and learn together with teams who are as passionate as you are? 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. Additional certifications in Six Sigma/Lean Green Belt certificate will be advantageous.
• 8+ years of relevant and progressive work experience in supply chain management with a background in supply Chain or customer care in sub regional 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 in working and collaborating with diverse teams and cultures.
• Excellent oral and written proficiency in the English language. Knowledge of additional languages will be advantageous but not mandatory.

Your benefits –

• Excellent opportunities for progressive learning and development
• A creative team environment that will inspire you
• Attractive compensation package with benefits
• Pension contribution
• Health Insurance