Customer Service Representative

Job Description

Are you passionate about customer relations? Would you love to work for a global organisation that is doing more good for people and planet?

Joining science and creativity, we are an international collective of thinkers who partner with customers to bring scents, tastes, experiences, ingredients and solutions for products the world craves.

We are now seeking a highly motivated and results driven individual to join our growing Pharma SA Customer Service team as Customer Service Representative.

Your Focus
As Customer Service Representative, you will interface with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to IFF. By Building successful relationships, you pull together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction.

The role is Mumbai based and will report to Customer Service Supervisor.

How you will contribute
Order Entry

• Utilize the ERP system to accurately and timely place customer orders.
• Work with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products.
• Analyze the Business Service Standards to meet customer needs while supporting Business functional performance.
• Ability to multi-task with critical thinking skills.

Perform Order Management Activities

• Handle routine and non-routine customer order activities, including complex order entry (i.e. consignment), guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.
• Manage customer inventory or using automated systems, with a high degree of accountability.

Display Customer Advocate Leadership

• Require the desire and determination to meet and exceed customer expectations.
• Realize and anticipate how events and trends are likely to affect the customer’s future needs and satisfaction.
• Meet the demand of customer requirements through appropriate sense of urgency, with competing priorities.
• Leverage many internal resources to optimize customer satisfaction with cost to serve objectives for IFF.
• Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.

Execute System and Technology Requirements

• Execute complex work processes through multiple systems and technology including: SAP, Elemica, and Document Control System as examples.
• System integration requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing.
• High degree of systems knowledge and understanding is required.

Problem Solver

• Demonstrate persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements.
• Use knowledge of IFF and Business strategies to make decisions and take action that improve performance in their area of responsibility.

Accountability for Action

• Demonstrate urgency, acts promptly and quickly removes roadblocks while assessing multiple opportunities.
• Require prioritization by impact, and accountability for taking actions that keep things moving forward.

Job Requirements

What you will need to be successful

• Master’s or Bachelor Degree in Commerce, Finance or any other relevant discipline.
• Atleast 6 – 8 years of experience in Customer Service (preferably chemical industry).
• Understanding of Order to Cash process.
• Proven expertise with SAP and Salesforce is a must.
• High Sea Sales Model knowledge would be a plus. 
• Letter of credit knowledge is preferred.
• Good working knowledge of Microsoft Office – Excel, Word & Power Point.
• Excellent communication skills, both verbal and written.
• Team player who enjoys working in a team, but who can also push forward topics alone and independently.
• Be proactive in order receipt and handling work process.
• Independent, autonomous, structured and efficient work.
• Competent and proactive communication with different target groups and stakeholders.
• Exceeding customer expectations through successful customer relationships.
• Comply with internal and external control requirements.
• Continues Improvement mindset.

The Pharma Solutions business will be taking on its next chapter of growth as a trusted partner for the pharmaceutical industry with the announcement to sell Pharma Solutions to Roquette. This move will position Pharma Solutions to expand its industry leadership through continued investment in innovation to meet the evolving needs of pharmaceutical manufacturers and developers worldwide.
The sale is presently expected to close in the first half of 2025, pending regulatory approvals and other closing conditions. The Pharma Solutions business unit will remain a part of IFF until close and, at such time, it will transition to Roquette. In applying for this position, you acknowledge your awareness that the position is a part of the Pharma Solutions business unit and has been identified to transition to Roquette.
 

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