Overall Mission
Act as the central link between customers, operations, sales, and GBS to ensure customer requirements are fulfilled efficiently and cost-effectively. Build strong customer relationships, represent the Voice of the Customer, and manage the complete order-to-shipment process for assigned accounts.
Main Responsibilities
1. Execute Customer Care strategy aligned with global guidelines.
2. Monitor KPIs and take corrective actions where needed.
3. Identify and support continuous-improvement opportunities.
4. Participate in internal projects relevant to Customer Care.
5. Support assigned customers and affiliates to fulfil order requirements; escalate issues when required.
6. Collaborate with Customer Care team to provide superior service.
7. Maintain clear communication with customers, operations, sales, and GBS.
8. Manage order changes, issue resolution, and customer complaints.
9. Manage the full order-to-invoice cycle.
10. Handle blocked or prioritized orders and customer returns.
11. Build strong customer relationships and manage expectations.
12. Analyse demand and forecasts; coordinate with planning on inventory needs.
13. Participate in demand planning meetings.
14. Maintain accurate customer records.
15. Provide backup support for colleagues' accounts when needed.
16. Identify trends impacting customer experience and communicate insights.
17. Support onboarding of new customers.
18. Participate in customer visits and presentations.
Education & Qualifications
19. High School/Secondary Education required.
20. Associate or University Degree preferred.
21. English + additional language(s) as needed.
22. 2-3 years industry experience, including customer-facing roles.
Required Competencies
23. Customer oriented
24. Action oriented
25. Autonomous
26. Time management
27. Priority setting
28. Problem solving
29. Conflict management
30. Collaboration
31. Strong communication skills
Required Skills
32. SAP and related processes
33. Microsoft Office proficiency
34. Strong written and verbal communication
35. S&OP / basic project management understanding
36. Knowledge of fragrance market (preferred)
37. Knowledge of Incoterms & shipping terminology
38. Flexibility and teamwork
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