Customer Care Support Office Team Lead

2 weeks ago

Petaling Jaya, Malaysia drom fragrances GmbH & Co. KG Full time

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**Customer Care Support Office Team Lead**:
**Customer Care Support Office Team Lead - Your future position?**

**As a Customer Care Support Office Team Lead you will Responsible for the Support Office team which performs Customer Care activities. Ensure timely and accurate processing of all Support Office related Customer Care activities for assigned team(s), in accordance with performance and quality standards defined in relevant service level agreements. Act as a main point of contact for the Head of Customer Care in relation to defined Customer Care Support Office processes.**

**Sounds interesting? On a daily basis, you can look forward to**:

- Actively works to continuously improve processes. Creates strong morale and spirit in the team
- Builds constructive and effective relationships with cross functional teams and stakeholders
- Lays out work in an organized manner and monitors progress and results
- Support the set-up and supervise the Customer Care Support Office team for the pilot countries (team up to 7 persons)
- Provide professional support for the team: Coach team members, set goals, evaluate skill development, develop individual action plans and train team as needed
- Issue resolution for Customer Care activities
- Supervise day to day operations within the Customer Care Support Office team:

- Manage sales order process from receipt of order through to shipment when relevant
- Day to day communication with Customer Care Front Office and Operations
- Support Customer Care Representatives for escalation of problem resolution and prioritization. Prepare Invoices, Debit and Credit notes when relevant
- Update and maintain ISO documentation where required
- Properly identify the right communication method based on the sense of urgency and issue. In charge of reporting customer KPIs where required
- Update and Use Visual Performance Management with other departments and ensure performance improvement. Adherence to service levels. Adherence to policies and procedures

**You?**
**Are you a team player with excellent communication skills? Are you adaptable, flexible and determined to see problems through to a successful resolution for all? Are you diplomatic under pressure and who thrives on collaborating with teams who are as passionate about customer care as you are? Then come join the team - and impact your world.**

**Your professional profile includes**:

- Diploma: Bachelor’s degree required, preferably in Supply Chain Management, Sales or equivalent
- Languages: Proficient in Business English, additional languages is a plus
- 3 years of experience in Customer Care and 1 year of experience in team-leading role
- Experience with SAP is a must.
- Knowledge Transfer/ Transition experience is a must.
- Good knowledge of Microsoft Office or equivalent tools
- Relevant process experience
- Strong customer service skills
- Experience of knowledge transfer activity and shared service centre is an advantage
- Ability to work independently
- Knowledge of letter of Credit
- Understanding of incoterms and shipping terminology
- Committed to develop him/herself
- Continuous Improvement knowledge is an advantage

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.
Join us and Impact Your 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.

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