Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rae A Belgard

Hightstown,NJ

Summary

Accomplished and energetic Leader with a solid history of achievement's at dsm-firmenich. Motivated leader with strong organization and prioritizing abilities. Service-oriented with 35 years experience in the Fragrance industry from creation to Supply chain. Passionate and motivated, with a drive for excellence.

Overview

126
126
years of professional experience

Work History

Associate Director Customer Experience

Agilex Fragrances
01.2025 - Current
  • Manage a team of CX Representatives to drive delivery of exceptional service
  • Develop strong collaborative customer relationships ensuring evolution of Customers satisfaction and leadership on action plans as necessary
  • Break down and implement CX strategy execution ensuring CX team engagement, process adoption and routines
  • Drive a coaching culture ensuring self and team development
  • Drive change and continuous improvement throughout the Customer Experience
  • Utilize data to optimize performance and drive operation stability (workload management & process adherence)
  • Exemplify and drive adherence to quality, safety and compliance standards
  • KPI monitoring – (OTIF, SLAs, NCs, inventory, forecast accuracy, automation/ digitalization)
  • Optimize demand process and maintain strong collaboration with business and operations community, supporting the decision making in supply planning and S&OP
  • Assisted senior leadership in managing all aspects of operations.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Experience Senior Manager

dsm-firmenich
01.2020 - 12.2024
  • Manage a team of CX Representatives to drive delivery of exceptional service
  • Develop strong collaborative customer relationships ensuring evolution of Customers satisfaction and leadership on action plans as necessary
  • Break down and implement CX strategy execution ensuring CX team engagement, process adoption and routines
  • Drive a coaching culture ensuring self and team development
  • Drive change and continuous improvement throughout the Customer Experience
  • Utilize data to optimize performance and drive operation stability (workload management & process adherence)
  • Exemplify and drive adherence to quality, safety and compliance standards
  • KPI monitoring – (OTIF, SLAs, NCs, inventory, forecast accuracy, automation/ digitalization)
  • Ensure proactive escalation Management process aligned with business priorities
  • Optimize demand process and maintain strong collaboration with business and operations community, supporting the decision making in supply planning and S&OP
  • Active participation in S&OE meetings with Business; work on biggest forecast deviations vs budget/ market trends/ RAF
  • Lead weekly RAF review for assigned scope of responsibility & identified risks/opportunities and gaps to achieve RAF

Customer Care Team Lead/Customer Relationship Manager

Firmenich, Inc
01.2007 - 12.2019
  • Manage key accounts; such as, Clorox, Colgate, Avon, and notably Henkel through the order fulfillment cycle; including order entry, order confirmation, invoicing, credits and debits.
  • Ensure daily operations run efficiently and effectively; includes filling in for daily production meetings, managing expedite list, and constant communication with internal/external partners.
  • Trained as SAP super-user (order to cash) in preparation for go-live; trouble shoot Customer Service issues related to all order management.
  • Developed and implemented departmental procedures which resulted in improved order entry accuracy, account coverage during absence's, and improved customer relationships.
  • Participated in client meetings/visits in order to facilitate discussions on effectiveness of order patterns, sales history, and forecasting.
  • Drove team meetings to improve communication, transparency, and necessary training updates.
  • Successfully reconciled and managed SOI inventory to ensure completion of invoicing process; audit inventory accuracy (reconciliation).
  • Manage customer complaints, including escalated issues, in a professional manner.
  • Provide coaching and mentoring to team members as well as provide feedback to management on team members performance.
  • Conducted behavioral based interviews and made recommendations on new hires.
  • Trained new team members to successfully manage client partnerships.

Project Manager

Firmenich, Inc
01.2002 - 01.2007
  • Managed projects for several Customer's including P&G, Henkel, and Clorox
  • Work closely with FDM, Perfumers, Technical, Account Managers to drive and execute winning projects and programs.
  • Manage all key aspects of projects including troubleshooting.
  • Key communication liaison for internal and external clients.
  • Facilitate deadline management with key stakeholders.
  • Partner with Consumer Research, CMS, and Sensory to ensure optimal project results.
  • Good comprehension of mass market brands and trends.

Supervisor

General Compounding Firmenich, Inc
01.1997 - 01.2002
  • Managed compounding of 8 oz or under for FDM's, QC 1st time makes, and Sales project submissions.
  • Managed and maintained raw material storage for General Compounding, Perfumer Technicians, and Fircity lab.
  • Conducted quality control checks on raw materials.
  • Implemented raw material inventory systems.
  • Established laboratory procedures and business practices.
  • Developed training manuals and successfully trained new employees.
  • Maintained a database of work records and generated monthly reports.
  • Conducted progress reviews.
  • Organized Olfactive Training Program.
  • Promoted good team spirit and high morale.
  • Conducted Interviews with prospective employees.
  • Confer with other supervisors to coordinate operations and activities within or between departments.
  • Keep records of employees' attendance and hours worked.
  • Consult with management or subordinates to resolve worker problems, complaints, or grievances.
  • Recommend or execute personnel actions, such as hiring, evaluations, and promotions.

Analytical Laboratory Assistant

Firmenich, Inc
01.1993 - 01.1997
  • Extracted market products.
  • Compounded
  • Ran GC formula comparisons.
  • Backed up the Supervisor of General Compounding.
  • Backed up MSDS coordinator..

Perfumer's Assistant

Firmenich Inc
01.1900 - 01.1993
  • Compounded for Master Perfumer
  • Created applied sampled


Education

No Degree - Business Administration, Management

Saint Leo University
Tampa, FL

Skills

  • Demonstrated leadership
  • Cultivating relationships
  • SAP application expertise
  • Customer service expertise
  • -Microsoft Word & Excel
  • -Problem Resolution
  • Proficient time management
  • Effective strategic leadership
  • Coaching and mentoring
  • Strong interpersonal skills
  • Strategic decision-making
  • Team collaboration
  • Process improvement
  • Critical thinking
  • Recruitment and onboarding
  • Facilitating performance assessments
  • Verbal and written communication

Timeline

Associate Director Customer Experience

Agilex Fragrances
01.2025 - Current

Customer Experience Senior Manager

dsm-firmenich
01.2020 - 12.2024

Customer Care Team Lead/Customer Relationship Manager

Firmenich, Inc
01.2007 - 12.2019

Project Manager

Firmenich, Inc
01.2002 - 01.2007

Supervisor

General Compounding Firmenich, Inc
01.1997 - 01.2002

Analytical Laboratory Assistant

Firmenich, Inc
01.1993 - 01.1997

No Degree - Business Administration, Management

Saint Leo University

Perfumer's Assistant

Firmenich Inc
01.1900 - 01.1993

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Rae A Belgard