Senior Customer Service Representative

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 country or regional level including sales order management of domestic, export and consignment, customer complaint coordination, operational problem solving, timely follow-up of order fulfilment with cross functional collaboration and proactive communication with customers, and driving continuous work process improvement and coaching Junior CSR and CSR in the team

Responsibilities

• Manage customer orders including domestic, export and consignment orders based on Sarbanes-Oxley Act compliance policy: order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any
• Process a credit note or a debit note related to a sales order or customer complaint
• Coordinate customer complaints and service cases related to a sales order
• Respond to customer’s inquiry in a timely and accurate manner
• Build a strong partnership with internal and external stakeholders
• Drive continuous process improvement and KPIs in Order to Cash process
• Support internal/external audit as needed
• Prepare or monitor Order fulfilment KPIs dashboard
• Coach or train new hires and support on-going training for existing Customer Service Representatives Requirements
• Bachelor’s degree or above (no specific major fields required)
• +4 years’ experience in Customer Service or Supply Chain of business to business
• Knowledge in domestic and international trade
• Expert knowledge of MS Office tools
• Knowledge in SAP
• Knowledge in basic finance
• Fluent business German & English communication skills
• Effective communication skills across all levels of the organization
• Highly collaborative and team player
• Cross cultural awareness

Training / 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.
Visit
IFF.com/careers/workplace-diversity-and-inclusion
to learn mor

• Manage customer orders including domestic, export and consignment orders based on Sarbanes-Oxley Act compliance policy: order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any
• Process a credit note or a debit note related to a sales order or customer complaint
• Coordinate customer complaints and service cases related to a sales order
• Respond to customer’s inquiry in a timely and accurate manner
• Build a strong partnership with internal and external stakeholders
• Drive continuous process improvement and KPIs in Order to Cash process
• Support internal/external audit as needed
• Prepare or monitor Order fulfilment KPIs dashboard
• Coach or train new hires and support on-going training for existing Customer Service Representatives Requirements
• Bachelor’s degree or above (no specific major fields required)
• +4 years’ experience in Customer Service or Supply Chain of business to business
• Knowledge in domestic and international trade
• Expert knowledge of MS Office tools
• Knowledge in SAP
• Knowledge in basic finance
• Fluent business German & English communication skills
• Effective communication skills across all levels of the organization
• Highly collaborative and team player
• Cross cultural awarenes