Customer Services Manager at IFF

Job Summary

• The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfilment in Business-to-Business support at sub-regional level, and direct people management of country or sub-regional Customer Service organization.

Responsibilities/Description

• Supervise the end-to-end Order to Cash process based on Sarbanes-Oxley Act compliance policy and customer complaint and service case management in daily operations of sub-regional customer service organization
• Participate in Order to Cash complaint investigation at sub-regional level
• Manage sub-regional Customer Service Organization’s service level towards internal and external customers
• Build a strong partnership with regional and global stakeholders
• Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
• Participate in internal/external audit as needed
• Translate Global Operations objectives and strategies into sub-regional Customer Service organization objectives and strategies based, and actively participate in Global/Regional Order to Cash projects
• Manage sub-regional operational cost and customer service budget
• Develop sub-regional Customer Service Organization capability and career succession 

Requirements

• Bachelor’s degree or above in Supply Chain or Business Administration
• 8-10 years' experience in Customer Service or Supply Chain of business to business
• 5 years’ experience in direct people management
• Knowledge in Supply Chain Management or end-to-end Order to Cash process
• 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
• Ability to lead change and deliver results

Training / Certifications

• SAP training
• Microsoft Office tools training (Word, Excel, PowerPoint)
• Incoterm and Payment Term training