Customer Service Representative (Hybrid)

Job Description

At IFF, we work tirelessly to discover flavors and fragrances that inspire customers and delight consumers. Passionate, creative, empowered and expert, we are constantly looking for new challenges—and developing new-to-world solutions that answer them. 

We are looking for Customer Service Representative (m/f/d) to be based in Neu-Isenburg (Germany).

The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to IFF. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. The CS representative manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, ensuring timely product delivery, with right order specifications, correct equipment and accurate documentation to the customer.In the event of a service failure, the Customer Service Representative initiates corrective action for resolution of failure and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the needs of the customers; to build customer loyalty and confidence.

RESPONSIBILITIES

• Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and several products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.
• Perform Order Management Activities: Handles 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. CSR's manage customer inventory using automated systems, with a high degree of accountability.
• Display Customer Advocate Leadership: CSR's require the desire and determination to meet and exceed customer expectations. They champion customer needs across all IFF functions. CSR's must be able to anticipate how events and trends are likely to affect the customer’s future needs. CSR's must meet customer requirements with an appropriate sense of urgency, while managing competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for IFF. CSR's must keep a close pulse of 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 technologies including: SAP, Elemica, and Document Control System as examples. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required.
• Problem Solver: Makes recommendations to leverage IFF resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of IFF’s Business strategies to make decisions and take action that improves performance in their area of responsibility.
• Accountability for Action: Demonstrates urgency, acts promptly and quickly removes roadblocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.

Job Requirements

• Exceed customer expectations through successful customer relationships.
• Strong working knowledge of market dynamics and customers goals and objectives.
• Comply with internal and external control requirements.
• Proactive in order receipt and handling work processes.
• Independent, autonomous, structured, and efficient.
• Team player who enjoys working in a team but is also able to work independently.
• Competent in proactive communication with different target groups and stakeholders
• Experience with exports from the EU beneficial.
• Has a Continues Improvement mindset.

QUALIFICATIONS

• We will rely on your at least 3 years’ experience in customer service, preferably in the pharmaceutical or chemical industry.
• Proven expertise’s with SAP-SD is a must!
• Experience using Salesforce or other leading CRM software would be preferred.
• Very good experience in using Microsoft Word, Power Point, Word, Excel and Outlook.
• Native German speaker & fluent in English.
• Fluency in French, Spanish, Italian beneficial.

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 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 more.

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.