Customer Support Manager

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There's much to learn and many to learn from, with more than 16,000 employees around the world to explore ideas and ambitions with.

In the USA, we develop, market and produce a wide array of solutions from our 25 most innovative sites, based across the country. Stretch your skills, create and get inspiration from passionate colleagues. Every day, your energy, your thirst for knowledge, and your creativity 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.

Join us as our next Customer Support Manager reporting to our NOAM Customer Care Manager. You will manage the customer care team and processes in the market. Ensure implementation of global customer care strategy and best practices to ensure and exceed customer satisfaction in the most efficient and cost-effective way. Partner with the Customer Care Solution Owner.

You will be based in Towaco, NJ

You will be responsible for:

Strategy design and execution

• Contribute to and implement Customer Care strategy aligned with the Operations Roadmap

Project management

• Identify opportunities for improvements in Customer Care
• Participate in projects when relevant and allocate resources

Subject matter expertise

• Lead the local Customer care team
• Ensure implementation of global guidelines for sales order management, including pricing
• Support Customer Care team for escalation of problem resolution, complaints, inquiries and prioritization 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, and free trade agreements, while following global guidelines
• Develop 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
• Update and maintain ISO documentation
• 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 for the Demand Planning tool
• Monitor the New Customer/product processes
• Work with the team on customer intimacy and delivering superior customer experience
• Collaborate with planning on information relating to demand planning and stock positions
• Participate in demand planning meetings
• Participate to Customer visits and presentations

People management

• Recruit, train, coach and performance manage Customer Care team
• Identify high profiles within the Customer Care Team

Required Qualifications:

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

Additional Qualifications

• Green belt certified
• Desired APICS Certification

What We Can Offer You:

• Healthcare Plan:
• Medical
• Dental
• Vision
• High matching 401k plan
• Vacation days

#LI-Onsite

At Givaudan, you contribute to delightful taste and scent experiences that touch people's lives. You work within an inspiring teamwork culture - where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.

Every essence of you enriches our world. Diversity drives innovation and creates closer connections with our employees, customers and partners. Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.