Customer Experience Agent handling inquiries for German - speaking customers in a hybrid role. Involves online communications, customer service, and complaint handling across various channels.
About the role
- Customer Care Manager leading Singapore team for Givaudan, enhancing customer satisfaction and driving operational excellence. Manage customer care processes for Southeast Asia and Oceania markets.
Responsibilities
- As the Customer Care Front Office Manager in Givaudan Singapore office, you will lead the Singapore Customer Care and Demand Planning team and manage all related operational processes for the Southeast Asia and Oceania market.
- You are responsible for driving customer satisfaction, operational excellence, and continuous improvement.
- This role requires strong leadership, cross-functional collaboration, stakeholder management, and the ability to coach and develop a high-performing team.
- You will ensure the consistent application of global standards, resolve escalations, deliver efficiency improvements, and support business growth.
- Contribute to and implement Customer Care and Demand Planning strategies aligned with the Operations Roadmap.
- Lead the full order-to-cash process, ensuring accuracy, speed, and flawless execution to support sales and financial targets.
- Own customer escalations, driving rapid issue resolution and strengthened customer experience.
- Manage market-driven demand planning and drive strong cross-functional alignment and consensus in the monthly IBP demand cycle.
Requirements
- University Degree required, preferably in Supply Chain, Business, Sales, or a related field.
- Minimum 10 years of working experience, including at least 5 years in a team management role within customer-facing, supply chain, or operations functions.
- Experience working in large international, matrix, or cross-functional organizations.
- Proficiency in English; additional languages would be a plus.
- Thorough understanding and hands-on experience with SAP ERP and IBP, or equivalent ERP and supply chain planning systems.
- Experience working in complex Customer Relationship Management environments.
- Deep understanding of supply chain processes including order-to-cash, inventory management, planning, and outbound logistics
- Demonstrated people management and coaching capabilities.
- Expert in negotiation and stakeholder management skills.
- Six Sigma / Lean Green Belt certification is a plus.
- APICS CSCP certification preferred.
Benefits
- Health insurance
- Flexibilität bei der Arbeitszeit
- Professionelle Entwicklungsmöglichkeiten
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
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