Customer Service Representative

Job Summary

The Customer Service Representative position has full accountability for post-sales customer interactions and satisfaction.

This position provides ongoing customer relationship management for key accounts that are part of IFF Clackamas' strategic growth plan.

Responsible for maintaining and managing existing accounts with varying needs-based requirements for IFF Clackamas. Works with the sales and support teams for the achievement of customer satisfaction, revenue generation and long-term account goals in accordance with company vision and values.

starting at $55k per year

This is an exempt position, all hours worked will be paid under the yearly wage

SHIFT*

Monday - Friday, 8am - 5pm

REQUIREMENTS

• A legal right to work in the United States
• Must pass pre-employment drug screen and background check
• For those applying out of the area We love working for such an awesome company within the beautiful Pacific NW and understand your motivation is to do the same! Please recognize that relocation packages are not being offered at this time.

QUALIFICATIONS

B.S. / B.A. in relevant discipline, preferred

Customer Relationship Management experience in a B2B environment

Strong computer skills including experience with Microsoft Office suite of products

Open to direction and collaborative work style and commitment to getting the job done

Project management skills including managing multiple simultaneous projects

High level of attention to detail and project completion

Confidence to work directly with customers at a technically detailed level

Experience in working with cross functional teams in a fast-paced project environment

Ability to influence, negotiate and gain influence

Excellent interpersonal relationship skills and previous experience in dealing with diverse groups.

Outstanding verbal and written communication skills.

SUMMARY

The Customer Service Representative position has full accountability for post-sales customer interactions and satisfaction.

This position provides ongoing customer relationship management for key accounts that are part of IFF Clackamas' strategic growth plan.

Responsible for maintaining and managing existing accounts with varying needs-based requirements for IFF Clackamas. Works with the sales and support teams for the achievement of customer satisfaction, revenue generation and long-term account goals in accordance with company vision and values.

Maintains contact with all clients to ensure high levels of client satisfaction. Acknowledges and responds to all customer needs in a timely manner.

Interfaces with customers and internal departments to manage multiple account-related and active product projects. Ensures timely quality resolutions and completion of actions.

Analyzes customer satisfaction metrics, develops action plans in partnership with internal teams, and communicates opportunities for improvements with leadership.

Communicates due dates, timelines and expectations to customers and internal teams. Maintains weekly customer order reports.

Identifies problems, implements continuous improvements, summarizes and develops strategic solutions to improving customer satisfaction metrics.

Partners with internal teams to identify improvements to problematic products and negotiates adjustments with the customer.

Manages resolution of any production issues with internal teams. Communicates to customer problem and solution.

Works with both internal and external logistics groups to schedule customer shipments to achieve required metrics.

Liaises with Finance to resolve issues with billing and payment.

Coordinates resolution of customer quality complaints and any necessary return and / or rework. Ensures completion of root cause analysis and implementation of corrective / preventative processes.

Monitors customer specifications to ensure accuracy and version control.

Enter, process, communicate and track orders internally and to customers.

Monitors and communicates any changes to order including quantities and changes in schedule. Relays customer needs to internal planning, purchasing, quality and production teams.

Produces sales order confirmations, box labels, invoices, and other required statements as needed.

Manage, maintain, and coordinate delivery customer supplied materials. Provide post-production inventory reconciliation reports to the customer.

Manages customer artwork reviews, item setups, and inventory inclusive of customer supplied and IFF Clackamas purchased.

Maintains electronic customer information, ship-to, pay-to, and active customer product lists.

Maintains physical paperwork and ensures timely filing of customer records.

Monitors unique materials and identifies areas for improvement, destruction and / or disposition. Negotiates reimbursements with customers, as needed.

Partners with internal teams on maintenance of electronic forecasts, as needed.

Directly manage assigned accounts.

Other duties as assigned.

Must be able to successfully pass all job-related tests and certifications required for working in a cGMP, quality environment including but not limited to : inspections and GMP requirements to perform essential functions of the job.

Must re-qualify every year on all job-related tests and certifications as job or qualifications require.

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