Customer Service Representative

Job Summary Are you passionate about customer relations Would you love to work for a global organisation that is doing more good for people and planetJoining science and creativity we are an international collective of thinkers who partner with customers to bring scents tastes experiences ingredients and solutions for products the world craves We are now seeking a highly motivated and results driven individual to join our growing Pharma SA Customer Service team as Customer Service Representative Your FocusAs Customer Service Representative you will interface with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to IFF By Building successful relationships you pull together and align multiple internal resources and capabilities toward the goal of zero-defect customer satisfaction The role is Mumbai India based and will report to Customer Service Supervisor How you will contribute Order EntryUtilize the ERP system to accurately and timely place customer orders Work with a very complex combination of order scenarios such as multiple sourcing location various modes of transport and hundreds of products Analyze the Business Service Standards to meet customer needs while supporting Business functional performance Ability to multi-task with critical thinking skills Perform Order Management ActivitiesHandle 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 Manage customer inventory or using automated systems with a high degree of accountability Display Customer Advocate LeadershipRequire the desire and determination to meet and exceed customer expectations Realize and anticipate how events and trends are likely to affect the customers future needs and satisfaction Meet the demand of customer requirements through appropriate sense of urgency with competing priorities 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 RequirementsExecute complex work processes through multiple systems and technology including SAP Elemica and Document Control System as examples System integration requires knowledge of Supply Chain Customer Financial Services Planning and Invoicing High degree of systems knowledge and understanding is required Problem SolverDemonstrate persistence in overcoming resistance or objections leads conflict resolution and reaches win- win agreements Use knowledge of IFF and Business strategies to make decisions and take action that improve performance in their area of responsibility Accountability for ActionDemonstrate urgency acts promptly and quickly removes roadblocks while assessing multiple opportunities Require prioritization by impact and accountability for taking actions that keep things moving forward Job RequirementsWhat you will need to be successfulMasters or Bachelor Degree in Commerce Finance or any other relevant discipline Atleast 6 - 8 years of experience in Customer Service preferably chemical industry Understanding of Order to Cash process Proven expertise with SAP and Salesforce is a must High Sea Sales Model knowledge would be a plus Letter of credit knowledge is preferred Good working knowledge of Microsoft Office - Excel Word Power Point Excellent communication skills both verbal and written Team player who enjoys working in a team but who can also push forward topics alone and independently Be proactive in order receipt and handling work process Independent autonomous structured and efficient work Competent and proactive communication with different target groups and stakeholders Exceeding customer expectations through successful customer relationships Comply with internal and external control requirements Continues Improvement mindset 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 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 to learn more