Customer Service Representative

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 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

Order Management

Forecast Submission

• send FC to sales team monthly and collect the FC from the customers.
• Collect and submit the FC and send it to the customer service supervisor.
  
  

Orders Booking

• Check the FC for all items order.
• Check Zbas and master data with CPD to be loaded.
• Ask logistic specialist if freight rate needed.
• Calculate COC rate or any special requirements.
• Revise price incoterms and delivery incoterms
• Add bank details.
• Create PI
• Create order once receive official PO.
• Send to credit controller to release the order if needed.
• Follow up with planner production date.
• Follow up with RM planning team missing RMs.
• Send the ORAC to the customer.
• Check with QC team the batches that will be under salmonella test.
• Send to the production team to keep sample if COC needed.
• Once we received the production date /Align with Logistic specialist with ready date and update him with requirements (destination-CRQD-any special requirements -customer e-mail- order details -Document address-dangerous goods status) to start logistic process
• Ready date CS to issue the invoice to check if any charges need to be updated.
• Follow up with logistic specialist order tracking.
  
  

Customer Labels

• Check customer requirements for label details.
• Check customer requirements with quality and sales if applicable or not.
• In case of new product with ask production team to prepare copy of label (Photos on carton- pdf from label).
• Send labels details to the customer to be registered in FSDA especially Saudi and Dubai
• Follow up with customer the confirmation of registration.
  
  

Invoices

• Issue local invoices and issue portal invoices and add the required data upon customer request (PO/GR)
• handed to the collection to be signed with the customer or send it directly to the customer e-mail.
• in case the invoices not reflected in portal to cancel it and issue new one
• file monthly local invoices and make sure that all have been handed to the customers on a timely manner.
  
  

Customer Complaint And Dispute Cases

• issue credit and debit note in case of customer complaint.
• Create dispute case and send it for Approval’s.
• Generate the case with credit controller for release and send copy to the customer to be signed.
  
  

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
  
  

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.

Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more