Customer Care Representative 12 - 18 month maternity contract

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. Strategy Design & Execution

• Execute Customer Care strategy aligned with global guidelines.
• Monitor KPIs and take corrective actions where needed.

2. Project Management

• Identify and support continuous-improvement opportunities.
• Participate in internal projects relevant to Customer Care.

3. Subject Matter Expertise

• Support assigned customers and affiliates to fulfill order requirements; escalate issues when required.
• Collaborate with Customer Care team to provide superior service.
• Maintain clear communication with customers, operations, sales, and GBS.
• Manage order changes, issue resolution, and customer complaints.
• Manage the full order-to-invoice cycle.
• Handle blocked or prioritized orders and customer returns.
• Build strong customer relationships and manage expectations.
• Analyze demand and forecasts; coordinate with planning on inventory needs.
• Participate in demand planning meetings.
• Maintain accurate customer records.
• Provide backup support for colleagues' accounts when needed.
• Identify trends impacting customer experience and communicate insights.
• Support onboarding of new customers.
• Participate in customer visits and presentations.

Education & Qualifications

• High School/Secondary Education required.
• Associate or University Degree preferred.
• English + additional language(s) as needed.
• 2-3 years industry experience, including customer-facing roles.

Required Competencies

• Customer oriented
• Action oriented
• Autonomous
• Time management
• Priority setting
• Problem solving
• Conflict management
• Collaboration
• Strong communication skills

Required Skills

• SAP and related processes
• Microsoft Office proficiency
• Strong written and verbal communication
• S&OP / basic project management understanding
• Knowledge of fragrance market (preferred)
• Knowledge of Incoterms & shipping terminology
• Flexibility and teamwork