Team Lead de Atendimento ao Cliente

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Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good. There's much to learn and many to learn from, with more than 16,000 employees around the world to explore ideas and ambitions with. Dive into varied, flexible, and stimulating environments. Meet empowered professionals to partner with, befriend, and stretch your skills alongside. Every day, your energy, your creativity, and your determination will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.

Job Purpose

As a Customer Care Team Lead, you will oversee the daily operations of our Customer Care Team, ensuring that our site, category, or business team meets customer needs efficiently and cost-effectively. You will build relationships with customers and act as their Voice within Givaudan, advocating for their needs and enhancing their experience with our services.

Core Responsibilities:

· Lead and manage the daily operations of the Customer Care Team, ensuring exceptional service delivery.

· Foster customer intimacy by actively engaging with the customer care team to deliver a superior customer experience.

· Resolve issues and handle customer complaints and inquiries, both internally and externally.

· Maintain day-to-day communication with customers, operations, sales, and Givaudan Business Solutions (GBS) to ensure alignment and responsiveness.

· Support Customer Care Representatives in escalating problem resolution, managing complaints, and prioritizing tasks in collaboration with Solution Owners.

· Ensure the successful implementation of new customer and product processes.

· Collaborate with planning teams to manage demand planning and stocking agreements effectively.

· You will report to your Managers.

· Tailor communication methods based on urgency and issue complexity to ensure resolutions.

· Demonstrate conflict resolution skills to diffuse difficult situations and achieve satisfactory outcomes for customers and employees.

· Monitor team performance and workload, ensuring balance and supporting order management activities as needed.

Academic Background

- Education: Associate Degree or equivalent experience in Customer Care; a University Degree.

- Languages: Proficiency in Portuguese and English. Spanish (desirable)

- Professional Experience: Approximately 5 years in the industry in Customer Care or Supply Chain roles.

Required Skills

- Proficient in SAP for Customer Care operations.

- Solid understanding of Customer Relationship Management principles.

- Knowledge of inventory management practices.

- Familiarity with Incoterms and shipping terminology.

- Knowledge of Lean Six Sigma methodologies (Green/White/Yellow belt).

- Awareness of automation and emerging technologies in customer care.

#LI-hybrid

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.
Every essence of you enriches our 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.