Customer Service Representative Scent
Encontrado en: beBee S MX - hace 3 semanas
At IFF, we work tirelessly to discover flavors and fragrances that inspire customers and delight consumers. Passionate, creative, empowered and expert, we are constantly looking for new challenges—and developing new-to-world solutions that answer them.
We are looking for Customer Service Representative to be based in Tlalnepantla (Mexico) with a hybrid model.
The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to IFF. By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero-defect customer satisfaction. The CS representative manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, ensuring timely product delivery, with right order specifications, correct equipment and accurate documentation to the customer. In the event of a service failure, the Customer Service Representative initiates corrective action for resolution of failure and takes the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the needs of the customers; to build customer loyalty and confidence.
RESPONSIBILITIES
Order Entry
- Utilize 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 Activities
- Handle 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 Leadership
- Require the desire and determination to meet and exceed customer expectations.
- Realize and anticipate how events and trends are likely to affect the customer’s 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 Requirements
- Execute complex work processes through multiple systems and technology including: SAP 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 Solver
- Demonstrate 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 Action
- Demonstrate 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 Requirements
What you will need to be successful
- Master’s or Bachelor Degree in Commerce, Finance or any other relevant discipline.
- At least 3 years of experience in Customer Service (preferably chemical industry).
- Spanish speaker & fluent in English.
- Understanding of Order to Cash process.
- Proven expertise with SAP is a must.
- Experience using Salesforce or other leading CRM software would be preferred.
- Experience with exports from Mexico and foreign trade is ideal.
- Letter of credit and debit 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
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 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…
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