Customer Service Sr. Representative

Job Description

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 the heart of our success is investing in talent and valuing the diversity of our people. To drive breakthrough innovation and top performance, we aim to develop and engage employees through effective talent management, career development and workplace health and safety programs.

As a Senior – Customer Service Representative, you will be responsible to manage customer orders including domestic and export orders and ensure it is timely processed and meet the customer requirement in compliance with IFF standards.

You will report to report directly to Manager – Customer Service.

About You:

To be successful in this role, you should have minimum 2 years of experience in manufacturing sector preferably in FMCG. You should have education background of Graduate or Postgraduate (MBA with Engineering background is preferred, or commensurate work experience).

You will spend your time…

customer orders including domestic and export orders and ensure customer orders are processed timely in SAP / Other ERP.
order follow-up to meet target delivery dates, including sending complete documentation and problem solving.
and contacting with several internal departments for order fulfillment excellence.
& maintaining accurate master data and pricing in system.
strong partnership with internal & external stakeholders.
customer and commercial teams for timely forecast for potential demands products and new wins.
customer reporting of order status, providing root causes and solutions.
customer complaints and raise credit or debit notes when needed.
good relationships with Customers & Build a strong partnership with internal and external stakeholders. Occasional visits to customers.
continuous improvement in Order to delivery process and Service Level KPIs: on-time delivery; order entry accuracy; detect Later order reasons; forecast accuracy.
and/or optimizing work processes, techniques, and systems; share knowledge (best practices) and contribute to continuous improvement in Order to delivery end to end process.

Job Requirements

Required Skills:

• Requires proficiency in MS Word, Excel, PowerPoint & SAP

• Proven track record of delivering improvements in delivery in the customer service.

• Desirable communication/listening skills, written and verbal in English.

• Interpersonal skills.

• Pressure management, deadlines awareness.

• Ability to adapt to changes.

• Commercial awareness.

• Has a pleasant, patient, and friendly attitude.

• Work autonomy and analytical abilities.

Required Experience:

• Experience: Minimum 2 Years’ experience in Customer Service roles, in manufacturing sector preferably in FMCG (desirable).

• Education: Graduate or Postgraduate (MBA with Engineering background is preferred, or commensurate work experience)

Leadership Behaviors

• DRIVE INNOVATION

• OWN

• INSPIRE OTHERS

IFF is an Equal Opportunity Employer.

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 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 more We are IFF.