Customer Service Representative

Req ID: 415201

Are you passionate about customer relations? Would you love to work for a global organisation that is doing more good for people and planet?

Joining 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 Customer Service team as **Customer Service Representative**.

**Your Focus**
As Customer Service Representative, you will be responsible for providing support to Internal and External customers and stakeholders. You would also focus on processing orders into order management system this would include inventory checking with planner/working with TOPL planner for stock availability.

The role is Gurgaon based and will report to Customer Service Supervisor.

**How you will contribute**
- Place orders within 8 working hours and send an order confirmation or order acknowledgement to external customers within 48 working hours by checking the payment terms and INCO terms, price, volume, supply availability date, lead-time policy adherence, Minimum Item Quantity adherence where relevant, specific customer requirements, freight costs etc.
- Escalate a case to the higher level to facilitate its resolution if needed.
- Responsible for invoice process (data accuracy, creation of the billing document in due time, the shipment of the invoice to the customers, or the download of the invoice data or document in a virtual platform, bank or outsourced dept).
- Responsible for invoicing all open items in the current month to ensure an accurate Month-End.
- Handle the export paperwork for Export/Import if not outsourced to Logistics, or Freight forwarders.
- Record any complaint that a customer may express by written within 8 working hours and to ensure the customer get an answer back about the closure of the complaint at the latest on the due date set by the system according to our policy.
- Record any customer requirement which is not considered as a standard requirement within 8 working hours and to ensure the customer get an answer back about the closure of the request at the latest on the due date set by the system according to our policy.
- Take part in any discussion with Sales, Supply Chain or other area to contribute to the resolution of problem that could impact negatively the customer experience.
- Inform immediately the Sales Manager, Sales Assistants or the Price coordinator about any missing price or about any difference price in the Purchase Order vs Sales Order.
- Maintain the text instructions appearing in the Customer Master Data by collecting the information and sharing them with the Customer Master Group for maintenance.
- Build strong relationship with the Customers and Sales Managers.
- Visit Customers when needed and possible to facilitate the resolution of issues.

**Job Requirements**:
**What you will need to be successful**
- Master’s or bachelor’s degree in commerce, MBA or any other relevant discipline.
- Atleast 5 years of experience in Customer Service.
- Food industry knowledge is a plus.
- Experience in customer facing role.
- Understanding of Order to Cash process.
- Knowledge of International Trade, Incoterms, delivery & payment-terms.
- Knowledge of local taxes and laws.
- Sound knowledge in SAP.
- Ability to maintain calm under pressure.
- Excellent verbal and written communication skills.
- Ability to collaborate with cross functional teams.
- An eye towards continuous improvement and desire to optimize processes.
- Positive attitude with zeal to learn new things.

IFF is an Equal Opportunity Employer.