Customer Service Representative

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Date:Jul 9, 2024

Location: Rochester, NY, US, 14623

Company: IFF Family of Companies

Job Description

Customer Service Representative - Rochester, NY

The Pharma Solutions business will be taking on its next chapter of growth as a trusted partner for the pharmaceutical industry with the announcement to sell Pharma Solutions to Roquette. This move will position Pharma Solutions to expand its industry leadership through continued investment in innovation to meet the evolving needs of pharmaceutical manufacturers and developers worldwide.

The sale is presently expected to close in the first half of 2025, pending regulatory approvals and other closing conditions. The Pharma Solutions business unit will remain a part of IFF until close and, at such time, it will transition to Roquette. In applying for this position, you acknowledge your awareness that the position is a part of the Pharma Solutions business unit and has been identified to transition to Roquette.

NATURE OF WORK:

The Customer Service Representative supports a diverse customer base for a global bio-technology company in an account management setting. The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to IFF. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. This position will be responsible for creating a world class customer experience through managing the customer’s product and service needs. This position will operate in a team environment as part of the Customer Service Team within the global operations organization. It requires strong written and verbal communication and interpersonal skills. Due to the nature of customer service, there is direct interaction with the customer, sales, logistics, planning, finance, and other entities of the organization. Work processes are in the areas of SAP order management system. The Customer Service Representative manages the full life cycle of a customer order, from receipt of purchase order, to validating the customer, entering the order, managing through logistics and warehousing, through delivery and invoicing.

RESPONSIBILITIES & DUTIES:

• Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multi-task with critical thinking skills.

• Perform Order Management Activities: Handles routine and non-routine customer order activities, including complex order entry (i.e. consignment), guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. Many CSR's manage customer inventory or using automated systems, with a high degree accountability.

• Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all IFF functions. Realizes and anticipates how events and trends are likely to affect the customer’s future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for IFF. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.

• Execute System and Technology Requirements: Execute complex work processes through multiple systems and technology including SAP, Elemica, and Document Control System as examples. The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required.

• Problem Solver: Makes recommendations to leverage IFF resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements. Uses knowledge of IFF and Business strategies to make decisions and take action that improve performance in their area of responsibility.

• Accountability for Action: Demonstrates urgency, acts promptly and quickly removes roadblocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.

• Sample order Management: Based on request from commercial team or R&D in Sales Force, Screen customer according to Global Trade Service rule (Custom & Trade risks). If needed, get customer created in our SAP system or in 3rd party sample provider tool with support from the different functions (Commercial, Customer Master Data Group etc.…). Understand customer requirements (documentation, special spec requirements etc, special logistic requirements…) & ship-to country requirements and update customer master data accordingly. Enter sample order in appropriate tools (SAP or 3rd party sample provider tool) & follow order up until the delivery to the customer. Coordinate with planning & logistics for any issue happening during the sample order flow. Update Sales Force about sample order status. Enter, maintain & coordinate the resolution of Complaints related to Customer Sample. Replenishment of 3rd party sample provide inventory: Enter order from 3rd party Sample provider to replenish their inventories into our SAP system & follow order up until the delivery to their locations. Coordinate with planning & logistics for any issue happening during the sample order flow.

Job Requirements

KNOWLEDGE, SKILLS & ABILITIES:

• Proven Customer Relations and/or Account Management Experience – 2-3 Years

• ERP (SAP / ORACLE) experience – 2-3 years hands on – preferred direct order management process knowledge.

• Solid communications skills both verbal and written.

• Microsoft Office Products Skills (Outlook, Word, Excel, PowerPoint)

• Ability to integrate customer requirements into SAP and status / assistance back to customers.

• Attention to detail / workflow process accuracy.

• Self-motivated work ethic

• Proven participation in a team environment

• Solid planning, time management, and organizational skill set.

WORK CONDITIONS:

• Business Division: Pharma Solutions

• Type of contract: Full-time employee

• Hybrid Work Model (Agile, Anchor, Remote): Agile (2 to 3 days in office)

Hourly Rate Range: $26.45/hr. - $28.85/hr.

While we are interested in all qualified candidates with the potential to work in the United States, we are not able to sponsor visas. Additionally, to qualify for this position, you must be proficient in English, including reading, writing, and verbal communication.

At IFF, we believe that your uniqueness unleashes our potential. 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. Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more…