Senior Specialist for Customer Support Requests and Stakeholder Management

4 weeks ago

Copenhagen, Copenhagen, Denmark Chr. Hansen Holding AS Full time
Career Opportunities: Senior Specialist for Customer Support Requests and Stakeholder Management (11148)

Requisition ID 11148 - Posted - Marketing - Permanent - Fulltime - Country (1) - Location (1)

Our purpose points the way
In Novonesis, we know that solutions rooted in biology can help solve humanity's biggest challenges. Since we began more than a century ago, this has been our guide. It's how we've gotten so far. And it's how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless.

We're here to better our world with biology.

Join us as our new Senior Specialist in Business Support
Who will take lead on ensuring great customer support on a global level, in close collaboration with 4 other team members, 80 Local Business Supporters around the world, and together with experts from all functions.

Welcome to Global Business Support
We are an international team of 10 colleagues, located in Denmark, France, and Malaysia. We generate and manage product documentation, labels, kosher/halal certification and manage many diverse customer inquiries. Within our team we have sub-teams who specialize in the different areas, but we always care for and support one another.

We are customer-centric and set the bar high for both quality in work and response time – and we use data and surveys as inputs to our excellence programs for continuous improvement. Our daily collaboration with stakeholders from the entire value chain and corporate functions gives us a unique insight and overview, which is why we are often consulted before changes or new initiatives are implemented.

In this role you'll make an impact by making our customers happy by:

  • Taking a lead role and being overall responsible for managing the Customer Support Request area
  • Handling hands-on cases, prioritizing and delegating cases to other team members, assisting international colleagues with sparring and support
  • Being responsible for managing our Business Support Network (BSN) by facilitating quarterly BSN calls and being responsible for efficient knowledge sharing and collaboration between Local Business Support and Global Business Support
  • Chairing the Business Support Champion team via bi-monthly meetings according to Champion charter

This role is also primarily responsible for establishing close relations with all stakeholders in the value chain and corporate functions.

This includes –

  • Agreeing on processes involving stakeholders and internal service level agreements
  • Aligning on speed and quality of required response
  • Setting up/improving processes, updating/creating SOPs, updating/creating customer-facing documentation
  • Acting as Point of Contact for upgrades, changes and development of SalesForce or any changes that impact our processes in this area

Your primary stakeholders will be - not an exhaustive list - Sales, Marketing & Business Development, Product Managers, QA, Regulatory and SQM, ESG, IT and others.

To succeed in this position, you must hold the following professional skills –

  • A candidate degree in e.g. Food Science or Dairy Engineering
  • +3 years of experience, preferably from a relevant industry and position in Business Support, Customer Service, Product Management, QA, Regulatory, Application or ESG

As a person you are –
Service-minded and customer-centric, always striving to deliver the best results. Proactive and results-oriented, you approach challenges with a systematic mindset, paying close attention to detail while maintaining a pragmatic perspective and a strong sense of urgency.

You excel at leading without formal authority, effectively engaging with stakeholders across all functions and levels. Your experience in food safety, quality, microbiology, and/or enzymology equips you with the expertise needed to navigate complex environments.

With a continuous improvement mindset, you confidently manage complexity and shifting priorities. Your strong communication skills and proficiency in English enable you to collaborate seamlessly and drive success.

Could our purpose be yours? Then apply today

Application deadline: March 23, 2025. We will screen incoming applications and invite for interviews continuously during the application period, so please apply as soon as possible.

Contact details: Head of Business Support Visti Wedege at +45 5339 2351.

At Novonesis, we commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We recommend you not to attach a cover letter to your application. Instead, please include a few sentences in your resume/CV about why you are applying. To ensure a fair recruitment process, please refrain from adding a photo in your resume/CV.

Novonesis is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability, or veteran status.

Want to learn more?
Learn more about Novonesis, our purpose, and your career opportunities at novonesis.com

Not the right fit for you?
Even if this job isn't the right fit for you, perhaps you know someone who might find it interesting. If so, please feel free to share the job link and encourage them to apply. Thank you for your referral Please check out our other open positions. The right fit for you could just be a few clicks away.

Chr. Hansen A/S, part of Novonesis Group.

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