Customer Service Advisor

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.

• Execute Customer Care strategy aligned with global guidelines.
• Monitor KPIs and take corrective actions where needed.
• Identify and support continuous‑improvement opportunities.
• Participate in internal projects relevant to Customer Care.
• Support assigned customers and affiliates to fulfil order requirements; elevate 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.
• Analyse 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.

• 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.

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