CS Support Representative
Date: Apr 18, 2024
Location: Pasig City, PH, 1605
Company: IFF Family of Companies
Are you passionate about customer relations? Would you love to work for a global organization that is doing more good for people and the 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 Customer Service team as a CS Support Representative.
As a 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 Manila-based and will report to the Customer Service Supervisor.
Job Description
How You Will Contribute
Execute System and Technology Requirements
• Execute Order-To-Cash EDI Level 1 work processes through multiple systems and technology including SAP, Tungsten, and BaVel systems as examples.
• Monitor and troubleshoot inbound and outbound intermediate documents or IDocs to ensure we receive customers’ EDI orders without issue and that we invoice customers via EDI with no interruptions.
• Work with compliance and Q&FS to issue Long Term Supplier Declarations documents as required by our customers to ensure we can continue to sell our products.
• System integration requires knowledge of Supply Chain, Customer Financial Services, Planning, and Invoicing.
• High degree of systems knowledge and understanding is required.
Order Entry and Order Management Activities
• Utilize the ERP system to accurately and timely place non-integrated material transfers: facilitating the movement of materials between IFF plants via an established purchase order or sales order process.
• Commercial Sample Order Management within the Centered Team as we continue to grow in this space supporting more Business Units sample demand, including the establishment of KPIs.
• Work with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and hundreds of products.
• Handle routine and non-routine customer order activities, guiding and leading the activities of the order process utilizing work processes, business strategies, and best practices to ensure high-quality service.
Display Customer Advocate Leadership
• Overall process improvements and data analysis within the Centered Team.
• Realize and anticipate how events and trends are likely to affect the customer’s future needs and satisfaction.
• Analyze the Business Service Standards to meet customer needs while supporting Business functional performance.
• Ability to multi-task with critical thinking skills.
What you will need to be successful
• Understanding of Order to Cash process.
• Proven expertise with SAP and Salesforce is a must.
• EDI, Tungsten, and BaVel knowledge would be a plus.
• Good working knowledge of Microsoft Office – Excel, Word & PowerPoint.
• 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.
• Independent, autonomous, structured and efficient work.
• Competent and proactive communication with different target groups and stakeholders.
• Continues Improvement mindset.
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 more.