Do you thrive at the intersection of customer experience, operational excellence, and continuous improvement?
For our Customer Service EAME team, currently based in Leiden, we are looking for a
Customer Service Representative
IFF is a global leader in flavors, fragrances, food ingredients and health & biosciences, we deliver sustainable innovations that elevate everyday products.
Health & Biosciences: Channeling our passion for nature and bioscience into sustainable, life-enhancing technologies that power innovative solutions across healthcare, food, consumer and industrial markets.
The role is based in Leiden, The Netherlands but can also be filled in Poland, Poznan. (hybrid role). Be part of a motivated, passionate, and open-minded team where together we can achieve greatness and make a real impact. Your potential is our inspiration.
Where You’ll Make a Difference
As a Customer Service Representative, you are the primary operational interface between IFF and its internal and external customers. You play a vital role across the entire customer journey—from customer onboarding through Order to Cash (OTC) to after‑sales activities. With your expertise, you ensure excellent customer service, reliable order fulfillment, and accurate export and compliance documentation.
You work closely with internal IFF teams, 3PL partners, and customers to guarantee smooth day‑to‑day execution. Acting as a compliance gatekeeper, you ensure that all operational activities are performed in line with policies, procedures, and regulatory requirements, and that mandatory documentation is correctly archived for audit purposes.
Beyond daily operations, you actively contribute to transformation and continuous improvement initiatives, helping future‑proof our Customer Service and Supply Chain processes.
What Makes You the Right Fit
You bring structure and customer focus to complex operational environments. With a strong understanding of business processes and ERP systems, you are able to navigate challenges, manage priorities, and deliver consistent service quality. You communicate confidently across all organizational levels and feel comfortable working in an international and cross‑cultural context.
You bring:
- A Bachelor’s degree
- 3+ years of experience in Customer Service and/or Supply Chain roles
- Strong knowledge of SAP OTC or other ERP platforms
- Advanced understanding of business processes and operational procedures
- Fluency in business English, both written and verbal
- Strong analytical, quantitative, and problem‑solving skills
- Proven project management experience
- A proactive, collaborative mindset and strong stakeholder management capabilities
- The ability to perform effectively in a fast‑changing, dynamic environment
How Would You Stand Out?
What truly sets you apart is your proactive, improvement‑driven mindset. You look beyond individual transactions and analyze trends across pre‑sales, sales, and after‑sales activities to identify opportunities for optimization. You proactively resolve issues using sustainable root‑cause analysis, escalating risks when needed.
In addition, you:
- Support joint business plans with key customers, ensuring execution, progress tracking, and reporting
- Contribute to KPI performance across the OTC process
- Partner with Regional Systems Managers to identify process or system enhancement needs
- Drive workflow optimization and contribute to the documentation of processes and procedures
- Train and coach colleagues and new hires through one‑to‑one sessions and group presentations
- Act as a trusted subject‑matter expert and gatekeeper for data integrity, approvals, and compliance
Why Choose Us
At IFF, you will grow your career in biotechnology within an energetic, inclusive, and multicultural environment. We offer:
- A competitive salary with attractive compensation and benefits
- An Individual Choice Budget of 8% of annual base salary, convertible to monthly payouts or up to 15 extra days off per year
- 25 vacation days and 3 bridge days (2 employer‑designated)
- Participation in our Annual Incentive Plan
- Ample opportunities for professional development and career progression
Ready to make a meaningful impact on customer experience while shaping operational excellence? We look forward to meeting you.
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
