Job Description

International Flavors and Fragrances (IFF) is a leader in the industrial biotechnology sector developing innovative (enzyme) products to advance sustainable solutions for the bio-based economy. We are looking for a Regional Customer Service Manager EMEA for our Health & Bioscience business (H&B) and we hope it is YOU!

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 regional level, and direct people management of Regional Customer Service organization.

Oversee 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 Regional Customer Service organization 

Participate in Order to Cash complaint investigation at regional level 

Manage 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 

Establish regional Customer Service organization objectives and strategies based on Global Operations objectives and strategies, and lead Regional Order to Cash projects and actively participate in Global Order to Cash projects

Manage Regional operational cost and customer service budget 

Develop Regional Customer Service Organization capability and career succession 

Job Requirements

Bachelor’s degree or above in Supply Chain or Business Administration

+10 years' experience in Customer Service or Supply Chain of business to business

+5 years’ experience in direct people management

5-10 years’ sub-regional or regional management experience 

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

IFF is an Equal Opportunity Employer. 

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 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.