Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. 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.
Feel empowered in our modern Malaysian sites. Be part of an international community made up of 250 colleagues from 14 different nationalities, where collaboration and friendship meets excellence. Every day, your passion, your creativity, and your growth 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.
Customer Care Support Office Team Lead- Your future position
Lead and oversee the Customer Care Support Office team in managing accurate and timely order fulfilment processes across the APAC region. Ensure operational excellence, process compliance, and customer satisfaction while driving automation and continuous improvement initiatives. This role combines team leadership, operational oversight, and process transformation to deliver superior customer experience and efficiency that supports company strategy. You will report to the Regional Customer Care Support Office Manager.
In this exciting role, you will
Team Leadership & People Management
- Supervise the daily operations of the Customer Care Support Office, ensuring high performance and effective collaboration.
- Provide direction, coaching, and feedback to team members to support skill development and professional growth.
- Manage team capacity, workload distribution, and resource planning for peak and seasonal requirements.
- Conduct regular team meetings and performance reviews to maintain engagement, alignment, and accountability.
Order Management, Compliance & Quality
- Oversee end-to-end order fulfilment processes to ensure accuracy, timeliness, and adherence to service level agreements (SLAs).
- Act as an escalation point for the Front Office and stakeholders on complex order-related issues.
- Ensure Standard Operating Procedures (SOPs) and work instructions are updated and consistently followed.
- Monitor compliance and quality performance, identifying root-causes, and implementing corrective and preventive actions where needed.
Process Optimization & Collaboration
- Identify and drive automation and process improvement opportunities to simplify processes and eliminate manual steps.
- Work closely with experts (e.g. Solutions Excellence team, Global Data Analytics team, Continuous Improvement team) to develop and implement scalable, technology-driven solutions.
- Collaborate with related functions to strengthen order management processes and foster a culture of simplification, harmonization, and customer focus.
Performance & Reporting
- Track and report on operational KPIs such as First Time Right, On‑Time Delivery, backlog, SLA performance, and automation impact.
- Provide regular operational reviews and performance insights to leadership, with recommendations for improvement.
- Act as a key point of contact for Customer Care process governance and operational performance
You
Are you someone who loves leading people, improving processes, and achieving excellence through teamwork Are you ready to influence change in a fast-paced, multicultural shared service environment Then join us – and impact your world.
Your professional profile includes
- Diploma or Bachelor's degree required. Preferably in Supply Chain Management, Order Management or equivalent.
- 5 or more years of relevant experience in order management, with at least 2 years of leadership or supervisory capacity.
- Experience in a multicultural shared services environment or regional operations is a strong advantage.
- Proven track record of managing integration, process migration, or knowledge transfer activities
- Proficient in English. Knowledge of additional languages are an added advantage
- Strong leadership and coaching abilities; able to motivate and build engaged, high‑performing teams.
- Customer‑centric mindset with a strong drive for service quality and continuous improvement.
- Analytical thinker with the ability to translate data into insights and improvements.
- Proficiency in SAP and familiarity with SAP SD module would be an added advantage.
- Foundational knowledge of continuous improvement methodology is an advantage.
What We Offer
- Hybrid working environment
- The best benefits, great compensation package, and a nurturing and progressive environment,
- Excellent opportunities for progressive learning and development
- A creative team environment that will inspire you
- Comprehensive healthcare plans
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.
