Job Summary

A Customer Service Representative plays a crucial role in maintaining customer satisfaction and fostering positive relationships between a company and its customers. Customer Service Representative is often the first point of contact for customers, making their role vital in shaping the customer experience and perception of the brand. He/She will be responsible in order processing with high level of accuracy and timeliness.

This role is responsible for executing the entire Order-to-Cash process to ensure timely order fulfillment in Business-to-Business (B2B) support.

Provide support to both internal and external customers.Conducting initial investigations before escalating issues to second-level support.Manage the mailbox by categorizing and responding to requests from internal and external customers.Ensure timely and accurate responses to inquiries.Order Processing and Management: He/She will manage customer orders, verify product availability, track shipments, and handle returns or exchanges. Ensuring accurate and timely order processing is a key part of this role.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/affiliate order.Foster strong partnerships with internal and external stakeholders.Manage orders in compliance with the Sarbanes-Oxley Act, including order entry, confirmation, and follow-up until delivery, along with necessary documentation and troubleshooting.Product or Service Knowledge: CSRs need to have a basic understanding of the company's products or services to provide accurate information and support to customers.Input Late order reason (LOR) for orders with late delivery.

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