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

TROVA LAVORO

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Customer Care Representative

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