Customer Services Manager

at  International Flavors Fragrances

Job Summary
The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfilment in Business-to-Business support at sub-regional level, and direct people management of country or sub-regional Customer Service organization.
Responsibilities/Description• Supervise the end-to-end Order to Cash process based on Sarbanes-Oxley Act compliance policy and customer complaint and service case management in daily operations of sub-regional customer service organization• Participate in Order to Cash complaint investigation at sub-regional level• Manage sub-regional Customer Service Organization’s service level towards internal and external customers• Build a strong partnership with regional and global stakeholders• Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.• Participate in internal/external audit as needed• Translate Global Operations objectives and strategies into sub-regional Customer Service organization objectives and strategies based, and actively participate in Global/Regional Order to Cash projects• Manage sub-regional operational cost and customer service budget• Develop sub-regional Customer Service Organization capability and career successionRequirements• Bachelor’s degree or above in Supply Chain or Business Administration• 8-10 years’ experience in Customer Service or Supply Chain of business to business• 5 years’ experience in direct people management• Knowledge in Supply Chain Management or end-to-end Order to Cash process• Expert knowledge of MS Office tools• Knowledge in SAP• Knowledge in basic finance• Fluent business English communication skills• Effective communication skills across all levels of the organization• Highly collaborative and team player• Cross cultural awareness• Ability to lead change and deliver resultsTraining / Certifications• SAP training• Microsoft Office tools training (Word, Excel, PowerPoint)• Incoterm and Payment Term training
We are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.
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