Customer Service Representative

Order To Cash Manager

The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfillment in Business-to-Business support at country or regional level, and Order to Cash project management as a country or regional superuser with in-depth expertise. This position's career path continues an individual contributor, not the career progression towards a people manager in the future.

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
• Support CS team as a country or regional superuser with in-depth expertise in SAP, international trade process, or specific part of Order to Cash process
• Coach or train CS teams for continuous improvement in Order to Cash process and service level at country or regional level

Requirements:

• Bachelor's degree or above (no specific major fields required)
• +3 years' 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
• Project management skills
• Analytical and quantitative skills
• Highly collaborative and team player
• Cross cultural awareness

Training / Certifications:

• SAP training
• Microsoft Office tools training (Word, Excel, PowerPoint)
• Incoterm and Payment Term training
• APICs CSCP or CPIM and SCOR

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.