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  • Posted: Dec 19, 2017
    Deadline: Not specified
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    A PASSION FOR SMELL AND TASTE Firmenich is the largest privately-owned company in the perfume and flavor business. Swiss and family owned, we have created many of the world’s favorite perfumes for over 100 years and produced a number of the most well known flavors we enjoy each day. Our passion for perfumes and flavors, our creativity and innovation, t...
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    Customer Care Representative

    Job description

    Purpose of the job:

    Efficiently perform and monitor Order to Cash activities, provide outstanding service levels & reliable information to our customers in the region, resulting in superior Customer Care.

    Job Responsibility:

    Customer Relationship Management:

    • Builds customer intimacy with our customers
    • Respond to client inquiries related to O2C & partner with other department ( Planning, Sales, Finance) to feedback the most relevant information
    • Coordinate customer requirements and plants capabilities
    • Maintain a clear and efficient communication flow with customers and highlight potential issues, opportunities and action plan;
    • Continuously capture relevant information on Customers, products, processes and systems to ensure a high level of customer satisfaction
    • Proactively seeks innovative ways to enhance Customer Care and improve operating efficiencies
    • Monitors relevant indicators that measure the level of service and proposes related action plans for service improvements
    • Process Execution:
    • Receive, check & place client orders in SAP & instantly confirm order registration
    • Confirmation of delivery date to customers according to SLT rules.
    • Manage order modification requests in line with customer requirements and business rules
    • Keeps client informed proactively about order status and take appropriate actions to maximize punctuality and prevent delays.
    • Organize all activities required to ensure accurate & timely delivery of products and documentation at customers’ place
    • Key point of contact for customers' inquiries related to services and Supply Chain.
    • Responds to all inquiries and issues related to O2C and partner with Planning, Sales, Finance to feedback the most relevant information
    • Provide prompt information on orders, delivery and billing status to both internal & external customer and make sure that customers requirement in term of delivery, dates, quantity and quality are met
    • Receives, enters and manages client's Non-conformances / claims
    • Always adhere to operating model, standard processes, business rules and guidelines
    • Provide support to Commercial and Supply Chain Projects.

    Profile:

    • High School degree preferred Commercial or Supply Chain studies is a plus
    • 3-5 years experience of Customer Service and/or Commercial and/or Purchasing experience
    • Fluent in English, French is a plus
    • Very good knowledge of shipping procedures ( incoterms, documentation, custom clearance) and payment terms ( letter of credit,…)
    • Must be able to work independently and as part of a team;
    • Strong analytical & problem solving skills
    • Excellent communication skills (verbal and written)
    • Ability to multi-task and handle pressure, deadlines;
    • Proficient in SAP, Microsoft Outlook, Excel and Word

    Method of Application

    Interested and qualified? Go to Firmenich on career2.successfactors.eu to apply

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