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 including sales order management of domestic, export and consignment, customer complaint coordination, operational problem solving, timely follow-up of order fulfilment with cross functional collaboration and proactive communication with customers, and implementing work process enhancement via best practice sharing in the team.
Responsibilities:
> Manage customer orders including domestic, export and consignment orders based on SOX compliance policy; order entry, order confirmation, invoice issuance and order follow-up till good delivery to customer inclusive documentation and problem-solving if any- Ensure timely and accurate LOR entry for orders delayed for any reason
- Coordinate customer complaints and escalations with relevant internal stakeholders by ensuring timely communication and appropriate actions are implemented.
- Respond to customer’ s inquiry in a timely and accurate manner
- Build a strong partnership with internal team including cross-functional teams
- Ensure smooth logistics processes including daily delivery operations / follow-up with 4PL and 3PL forwarders
- Support implementation of work processes, techniques and systems; share knowledge (best practice) and contribute to continuous improvement in order management processes
- Managing disputes (credit / debit / returns) and follow-up approval process and maintaining them into the system (PR1)
- Ensure full compliance of each and every process in customer service to cover all internal / external audit requirements i.e. FSSC 22000, SOX, government audits
- > Requirements
- Bachelor’ s degree (no specific major fields required) – Foreign Trade / Business/ Supply chain/ Engineering is preferred
- 2-3 years experience in Customer Service or Supply Chain
- Knowledge in domestic and international trade
- SAP and MS Office skills
- Excellent communication and follow-up skills (internal/external customers)
- Fluent business English communication skills
- Cross cultural awareness
- Work arrangement: on site/ night shift
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
