Head of Customer Care & Transport - SAMEA Taste & Wellbeing at Givaudan

Your main  responsibilities:

Excellence in execution:  

• Lead the implementation and the delivery of improvement actions and programs already identified in the transport roadmap: 
• to improve the service levels for on-time deliveries and reduction of complaints and 
• improve the transportation costs.
• Identify continuous improvement programs.  
• 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 partners (site transport teams, road hub, GBS, 3PL, 4PL, controlling, warehousing) to improve performance and reduce costs. 
• Monitor and analyse monthly Indicators related. 
• Conduct/attend reviews with carriers and logistics service providers. 
• Support projects and address escalations from customers/sales.

Project management:  

• Contribute to the deployment of global and regional transport projects at all regional sites to improve the balance of service level, cost and quality with a specific focus on the Alliance programme (integration of acquired companies) and the Regional Distribution Centre implementation project 
• Ensure sustainability of implemented actions and projects. 
• Help integrate acquired companies. 
• Manage change management for communication and training.

Customer Care:

• Support local Customer care organizations and implement global guidelines
• Support with complex issue resolutions, complaints and prioritisation issues to attain Superior Customer Experience.
• Guide organisation optimisation for improved efficiency
• Work in close colaboration with Supply Chain, Sales, Trade Affairs and other departments to ensure improved service levels to customers
• Coordinate regional activities and guide SAMEA sales targets

Extend your subject matter expertise: 

• Support transport network changes, including selecting LSPs and implementing them in collaboration with IM&S. 
• Follow market evolution and trends of service and costs.

Your professional profile includes:

• A Bachelor's degree in Logistics, Supply Chain Management, Operations Management or a related discipline.
• 8+ years of relevant and progressive work experience in supply chain management with a background in logistics management and customer care in international work environments. 
• Knowledge of transportation, customs and trade affairs needs and trends in SAMEA.   
• Experience with incoterms and shipping terminologies.  
• Excellent project management and change management skills.  
• Excellent oral and written proficiency in the English language. 
• Able to travel within the SAMEA region.