Senior Executive - Customer Service

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.
It’s an exciting time to be part of IFF & India Scent Operations. As a Senior Executive – Customer Service, 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, should have 6 or more 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…

    Managing customer orders including domestic and export orders and ensure customer orders are processed timely in SAP SD module, error free and efficiently, order confirmation to customer.
    Close coordination/ follow up customer & commercial team for amendments and pending orders closure.
    Updating & maintaining accurate master data and pricing in system
    In timely review master data and clean up.
    Updating in client portals for Order receipts / ASN’s. 
    Order follow-up till good delivery to customers inclusive documentation and problem solving if any 
    Build a strong partnership with internal & external stakeholders Support process improvement by continuously optimizing usage of resources Coordinating with several internal departments to fulfil order requirement. 
    Coordinating with customer and commercial team for the timely forecast for Potential surge demand for the regular supply products and new wins.
    Aligning commercial / clients on service timelines for new wins / surge demands
    Following up with Internal & external stake holders for Pre/co - shipment sample for clearance and dispatch arrangement of FG to customers.  
    Handling customer complaints and resolving issues timely and Raise credit or debit note as per issues.
    Internal and external stakeholders’ coordination via Mails and calls for demand and supply, dispute management, deliveries, order prioritization etc.  
    Coordination with logistics and service providers i.e., 4PL, CHA & transporters for delivery coordination, dispute issues, cost quotes. 
    Maintain a good relationship with Customers & Build a strong partnership with internal and external stakeholders.
    Provide MIS reports to the management.
    Drive continuous improvement in Order to delivery process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
    Implement and/or optimize work processes, techniques, and systems; share knowledge (best practice) 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 cost, quality and delivery in the customer service.
•    Knowledge and understanding of quality standards such as ISO, Six sigma is preferred.
•    Excellent communication/listening skills, written and verbal. (English / Tamil / Hindi)
•    Leadership skills.
•    Interpersonal skills.
•    Commercial awareness.
•    Has a pleasant, patient and friendly attitude. 
•    Strong decision making and analytical abilities.

Required Experience:

•    Experience: Minimum 4 to 5 Years’ experience in manufacturing sector preferably in FMCG.
•    Education: Graduate or Postgraduate (MBA with Engineering background is preferred, or commensurate work experience) 

 
Leadership Behaviors

•    DRIVE INNOVATION. Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation).
•    OWN. Deliver results, creating value for our Brands, our System, our customers, and key stakeholders.
•    INSPIRE OTHERS. Inspire people to deliver our mission and vision, demonstrate passion for the business and give customers a reason to believe our vision, too.

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.