Customer Service Representative

3 weeks ago

Manila, National Capital Region, Philippines IFF Full time
Overview

Customer Service Representative role at IFF is responsible for the end-to-end Order To Cash process in Business-to-Business support at country or regional level. This includes sales order management of domestic, export and consignment, customer complaint coordination, operational problem solving, timely follow-up of order fulfilment with cross-functional collaboration and proactive communication with customers, and driving continuous process improvement. The role also involves coaching Junior CSR and other CSRs in the team.

Responsibilities
  • Manage customer orders including domestic, export and consignment orders based on Sarbanes-Oxley Act compliance policy: order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any
  • Process a credit note or a debit note related to a sales order or customer complaint
  • Coordinate customer complaints and service cases related to a sales order
  • Respond to customer's inquiry in a timely and accurate manner
  • Build a strong partnership with internal and external stakeholders
  • Drive continuous process improvement and KPIs in Order to Cash process
  • Support internal/external audit as needed
  • Prepare or monitor Order fulfilment KPIs dashboard
  • Coach or train new hires and support ongoing training for existing Customer Service Representatives
Qualifications
  • Bachelor's degree or above (no specific major fields required)
  • 4+ years of experience in Customer Service or Supply Chain of business to business
  • Knowledge in domestic and international trade
  • Expert knowledge of MS Office tools
  • Knowledge in SAP
  • Knowledge in basic finance
  • Fluent business English communication skills
  • Effective communication skills across all levels of the organization
  • Highly collaborative and team player
  • Cross cultural awareness Training / Certifications
  • SAP training
  • Microsoft Office tools training (Word, Excel, PowerPoint)
  • Incoterm and Payment Term training
Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: Chemical Manufacturing
About IFF and Equal Opportunity

We are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. We value the diverse mosaic of 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.

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