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Taste & Wellbeing Customer Care Representative for the Middle East & Maghreb region
A Customer Care Representative with the global leader in the creation of Taste & Wellbeing and Fragrance & Beauty, and a key member of our Taste & Wellbeing Regional Customer Care Operations team to focus on our fabulous array of customers in the Middle East & Maghreb region, while being based in our Casablanca office in Morocco - Your future position?
At Givaudan, we provide our customers with innovative, sustainable, and high-quality products, creating value through a superior customer experience. For us, success depends on how we best place our customers at the centre of our strategy, our execution, and our day-to-day activities. We want to be recognised by our customers for the way we engage with them across all touchpoints in our value chain. In addition, we realise the importance of being able to customise to the needs of our global, international, regional, and local customers.
Due to increasing business activity and to support our new strategic project initiatives, we are currently looking to expand our Regional Customer Care Operations team for the Taste & Wellbeing business in the Middle East and the Maghreb markets and hire an additional ‘Customer Care Representative’.
As an integral team member, you will be the main link between the commercial organisation, the customer, plant operations, and Givaudan’s centralised business solutions centres, ensuring that the customer’s requirements are met most efficiently and cost-effectively. You will build a strong relationship with Givaudan’s commercial organisation for a defined market and manage the sales order process through shipment for assigned customers in the Middle East and Maghreb region.
You will be based in our Casablanca office and report to the Regional Customer Care Manager for the Middle East and Maghreb region. The role offers excellent opportunities for both personal and professional development. This is an exciting and regular full-time role with us on a 3rd party payroll with a reputed local external manpower partner. The role will be on a 1-year contract to start with, and the position could be made permanent, or the contract could be extended after the 1st year as per our evolving business requirements in the region.
You will work for a company that touches billions of consumers more than a hundred times a day. With its heritage stretching back over 250 years, Givaudan has a long history of innovating scents and tastes. Our passion is to collaborate with customers and partners to develop game-changing innovations in the food & beverage, fragrance and beauty industries. We have a culture that works to inspire, challenge and capture the heart and soul of consumers and customers. Our customers in the Middle East and Maghreb region have local, regional, and international profiles, bringing diversity and curiosity to your daily job.
Sounds interesting? It could well be your perfect opportunity if you love staying ahead of the curve, always aim to exceed customer needs, deliver value, and are experienced at fostering strong relationships.
In this role, you will be responsible for:
Providing
- Support assigned customers and commercial teams using your outstanding communication skills to meet order requirements and escalate issues where appropriate.
- Actively collaborate with the commercial and supply chain teams for customer intimacy and deliver a superior customer experience.
- Provide coverage and support accounts for other team members as necessary.
Forecasting
- Proactively collaborate with planning teams for demand planning and stock positions, and actively participate in demand planning meetings.
- Proactively ask for and act upon customer feedback.
Identifying
- You will continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.
Customer focus
- Be the key customer contact for assigned customers or countries.
- Ensure a customer-focused business environment while also considering Givaudan’s purpose and commercial interests.
Operational responsibilities
- Order processing of all transaction type orders.
- Check availability and order confirmation according to company guidelines. Ensure timely information to customers in case of deviations in availability.
- Order Management - Handle inquiries, check product availability, order entry and monitor material allocation.
- Responsible for proactive order monitoring and keeping customers updated with regular information on their orders and shipments.
- Understand model-specific performance indicators and proactively support actions and corrective measures.
- Prepare debit & credit notes and process quality notifications and customer returns.
- Update and maintain accurate customer records - including customer-specific information, contracts, labelling, packaging and stock requirements.
- Resolve requests for order ch