Taste & Wellbeing Customer Care Representative for the Middle East/ Maghreb region - 1 year open contract role (extendable)

A Customer Care Representative with the global leader in the creation of Taste & Wellbeing and Fragrance & Beauty, and an important member of our Taste & Wellbeing Customer Care Operations team to focus on our fabulous array of customers in the Middle East & Maghreb region, while being based in our Dubai Media City office - Your future position?

At Givaudan, we provide our customers with innovative, sustainable, and high-quality products, creating value through a positive customer experience. For us, success depends on how we best place our customers at the centre of our strategy, our execution, and our daily activities. We want to be recognised by our customers for how we engage with them across all touchpoints in our value chain. Also, we realise the importance of customising to the needs of our global, international, regional, and local customers.

We are expanding our Regional Customer Care Operations team for Taste & Wellbeing business and hiring a ‘Customer Care Representative’. As an integral team member, you will be the main link between the commercial organisation, the customer, plant operations, and Givaudan’s centralised business solutions centre’s, ensuring that the customer’s requirements are met efficiently and cost-effectively. You will build a relationship with Givaudan’s commercial organisation for a defined market and manage the sales order process through shipment for assigned customers in the Middle East and the Maghreb region.

You will be based in our regional head office in Dubai and report to the Taste & Wellbeing Customer Care Manager for the Middle East and Maghreb region based in Morocco. This is an open contract role with us for 1 year to start with, working 5 days a week. Your monthly payroll will be processed by a 3rd party partner. The contract could be extended later depending on our business requirements with a potential later on to become a permanent role with us.

You will work for a company that touches billions of consumers more than a hundred times a day. With its heritage stretching back over 250 years, Givaudan has a long history of innovating scents and tastes. Our passion is to collaborate with customers and partners to develop game-changing innovations in the food & beverage, fragrance and beauty industries. We have a culture that works to inspire, challenge and capture the heart and soul of consumers and customers. Our customers in the Middle East and Maghreb region have local, regional, and international profiles, bringing diversity and curiosity to your daily job.

Sounds interesting? It could well be your perfect opportunity if you love staying ahead of the curve and always aim to exceed customer needs.

In this exciting role, you will be responsible for - 

Providing: 

• You will support assigned customers and commercial teams using your outstanding language skills to meet order requirements and escalate issues.
• Work with the commercial and supply chain team on customer intimacy and delivering a positive customer experience. 
• Provide coverage and support accounts for other team members.

Forecasting: 

• You will collaborate with planning on information relating to demand planning and stock positions and participate in demand planning meetings.
• Proactively ask for and act upon customer feedback.

Operational responsibilities:

• Order processing of all transaction-type orders.
• First, check availability and order confirmation according to company guidelines. Ensure timely information to customers in case of deviations in availability.
• Order Management - Handle inquiries, check product availability, order entry, and monitor material allocation.
• Proactive order monitoring and keeping customers updated with regular information about orders and shipments.
• Understand model-specific performance indicators and proactively support actions and corrective measures.
• You will prepare debit and credit notes and process quality notifications and customer returns.
• Maintain accurate customer records - including customer-specific information, contracts, labelling, packaging and stock requirements.
• Resolve requests for order changes and issues while also handling customer complaints and inquiries internally and externally.
• Customer contact person.
• Ensure a customer-focused business environment, considering Givaudan’s business interests.

Identifying: 

• Identify opportunities for continuous improvement in customer care and participate in projects.

Skills

You?

Your professional profile includes: 

• Bachelor or University degree in a relevant discipline.
• 2+ years of relevant work experience in a B2B Customer support role, ideally in Flavours, FMCG, Food & Beverage, Fragrance, or Chemical industries. 
• A good supply chain knowledge.
• Comfortable with managing customer-facing situations. 
• Excellent oral and written proficiency in the English language. Additional proficiency in the Arabic and French languages will be advantageous but not mandatory.
• Understanding International Commercial Terms (Incoterms) and shipping terminologies is preferable. 
• Knowledge of SAP is necessary. 
• A good knowledge of import regulations for both UAE and Saudi Arabia. 
• A good team player and comfortable with diversity.

Your benefits - 

• Excellent opportunities for progressive learning and development.
• A creative team environment that will inspire you.
• Attractive compensation package.
• Support for private health insurance
• Annual flight ticket allowance.