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IFF Customer Service Manager in Rochester, New York

Customer Service Manager

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Date:May 24, 2023

Location: Rochester, NY, US, 14623

Company: IFF Family of Companies

Requisition ID : 486674

Job Description

At IFF , an industry leader in food, beverage, health, biosciences and sensorial experiences, science and creativity meet to create essential solutions for a better world – from global icons to unexpected innovations and experiences. With the beauty of art and the precision of science, we are an international collective of thinkers who partners with customers to bring scents, tastes, experiences, ingredients and solutions for products the world craves. Together, we will #DoMoreGood for people and planet. Learn more at iff.com, Twitter (https://twitter.com/IFF) , Facebook (https://www.facebook.com/InternationalFlavorsandFragrances) , Instagram (https://www.instagram.com/iffinc) , and LinkedIn (https://www.linkedin.com/company/iff) . (NYSE: IFF)

We are looking for our next manager for our Pharma customer service center in Rochester, NY. Team consists of 7 Customer Service Representatives that may expend in the future with the growth of the business. You will be reporting to the Pharma Customer Service Director.

If you are Customer oriented, ready to create new and better ways for the organization to be successful, if you contribute to the Talent development of your CSRs and communicate effectively, if you are results driven and actions oriented, this position is done for you.

Job Requirements

  • Manage & develop our NA Customer Service Team.

  • Manage day to day activities of the team (absence, backup, organization, recruitments, dismissals, conflicts etc…)

  • Manage Yearly Performance review process of the team (goal settings, mid-year review, year-end review, ad hoc feedback through the year).

  • With support from Customer Service Center of excellence, develop the team and make sure they are using best practices, tools (SAP, oFlow, Sales Force) & all company policies.

  • Keep the team informed about what is happening within our global CSR organization & Pharma business.

  • Escalation point for the NA Pharma CSR team & NA Pharma Commercial organization

  • Improve Service to our customers within NA region by implementing best customer service practices & tools.

  • Work closely with our Pharma, GSS and NC NA Commercial team to resolve issues with our customers and understand priorities. Active member of the Pharma NA Commercial Leadership team.

  • Use key KPIs – Complaints, On Time performance, Orders in Jeopardy - to measure performance of our service to customers and drive improvements actions.

  • Drive Customer Master data accuracy for the NA region with the support of the Customer Master Data Group.

  • Responsible to make sure that Late Order Reason Code are being captured properly by our Customer Service Team in Na in our oFlow tool so that LOR can be reviewed by management to find corrective actions.

  • Work closely with all other Supply Chain functions (Planning, Logistic, Credit, Pricing) to drive smooth execution of our customer orders & complaint process in NA.

  • Active participation into NA Supply Chain projects that will impact our CSR team (System change, warehouse change, Legal Entity change etc…). .

  • Work closely with the Pharma CSR Director and other NA functions to develop our long-term strategy for our NA Pharma CSR team.

Job Expectations:

  • Based in NA in Rochester, NY. 20 – 30 % of travelling within NA region.

  • 5 years of Supply Chain Experience (Customer Service, Logistic, Planning) / 3 - 5 years team management experience required.

  • Soft skills: Excellent verbal and written communication skills. / leadership skills / Able to collaborate cross functionally in an international environment / Good listener / The ability to maintain calm under pressure /Efficiency and organization skills / Continuous Improvement mindset / Open to new IT tools & processes.

  • Hard skills: Business English / SAP ERP experience / Sales Force experience / International Trade knowledge / Knowledge of delivery and payment-terms /Pharma industry knowledge is a plus.

Compensation ($64,000 - 81,000) is based on a variety of factors including but not limited to work experience, skills, certifications, and location.

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.

VisitIFF.com/careers/workplace-diversity-and-inclusion (https://https://www.iff.com/responsibilities/diversity-equity-inclusion) to learn more.