Team Lead de Atendimento ao Cliente

Há 2 dias

São Paulo, São Paulo, Brasil Givaudan Tempo inteiro
Overview

Team Lead de Atendimento ao Cliente at Givaudan



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.


Employment details
  • Seniority level: Not Applicable
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Chemical Manufacturing
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