Senior Customer Care Representative

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 17,000 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. Senior Customer Care Representative - Egypt Your future position? We are looking for a Senior Customer Care Representative to join our Customer Care team in Egypt, reporting to the Customer Care Manager, North Africa & Levant. You will manage customer orders from order receipt through shipment. You will also coordinate with Sales, Planning, Production, Logistics, and Supply Chain teams. Additionally, you will be the primary contact for assigned customers. You will also support less experienced team members, participate in demand planning activities, and contribute to process improvement projects aimed at improving service levels and customer satisfaction. You will: Manage customer orders Manage customer and affiliate orders from receipt through shipment. Confirm pricing, inventory availability, and requested delivery dates. Monitor order progress and forward updates to customers and internal stakeholders. Prepare invoices, debit notes, credit notes, customer returns, and other order-related documentation. Coordinate transportation activities and shipping requirements, including export documentation where applicable. Support customer service activities Act as the main point of contact for assigned customers. Respond to customer requests and inquiries in a timely manner. Investigate customer complaints and coordinate resolution with relevant internal teams. Manage customer expectations by providing accurate information on order status and delivery timelines. Maintain customer records, contracts, packaging requirements, and labeling specifications. Collaborate across functions Work closely with Sales, Planning, Production, Logistics, Supply Chain, and Finance teams. Escalate supply, delivery, or service issues when required. Share customer demand information and support demand planning activities. Participate in planning meetings and support alignment between customer requirements and operational capabilities. Drive continuous improvement Identify opportunities to improve customer care processes and service levels. Support implementation of process improvements and corrective actions. Contribute to operational problem-solving activities. Support the team Provide account coverage for colleagues when required. Support onboarding and coaching of new Customer Care team members. Share best practices and operational knowledge across the team. You? Your professional profile includes: 3+ years of experience in Customer Care, Customer Service, Order Management, Supply Chain, Logistics, or a related field. Experience in a manufacturing, FMCG, or B2B environment. Experience working with ERP systems. Advanced Microsoft excel (can perform complex functions) and Microsoft Office skills. Knowledge of order management and customer service processes. Understanding of supply chain and logistics concepts. Experience working with multiple stakeholders and customers. Experience interpreting and responding to customer questions and requests. Fluency in English; additional languages are an advantage. Experience supporting international customers. Knowledge of shipping documentation and export processes. Yellow Belt certification or experience with continuous improvement methodologies. Experience mentoring or supporting junior team members. Our benefits Competitive compensation and benefits package. Annual performance bonus. Medical and life insurance coverage. Learning and development opportunities. Exposure to regional and cross-functional teams. Career growth opportunities within a global organization. At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives. We value the different perspectives that come from diverse cultures, backgrounds, and experiences. Everyone — regardless of race, gender identity, sexual orientation, age, disability, culture, religion, or any personal circumstances — is warmly welcomed at Givaudan, a place where we all love to be and grow. Every essence of you enriches our world. Join us in making a difference together.