Customer Service Representative

IFF • Clackamas, OR

1d • Onsite

About The Position

This role is based in Clackamas, OR. Be part of the IFF Health & Biosciences team where together we can achieve greatness and make a real impact. Your potential is our inspiration. We believe that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the individual nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors. 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. 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.

Requirements

• Familiar with Microsoft applications such as MS Office
• Excellent communication and interpersonal skills with proven ability to take initiative and build strong productive relationships
• Strong organizational and multi-tasking abilities
• A legal right to work in the United States
• Must pass a drug screen and a background check in accordance with IFF standards.

Nice To Haves

• Clear focus on High Quality Production
• Commitment to high ethical standards and integrity
• Works well Independently and in a Team setting
• Good communication, interpersonal and customer service skills.
• Positive Demeanor
• Inspires collaborative thinking and team building
• Dependable, exemplifying this through attendance and job duties
• Constantly seeking better processes and challenging status quo: Continuous Improvement

Responsibilities

• 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.
• Ability to be at the physical location of the job for the designated work schedule.
• Will be asked to train someone and/or participate in a task force to improve company procedures or operations.
• Ability to effectively problem-solve.
• Ability to work collaboratively and maintain effective working relationships with co-workers.
• 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.
• Performs other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees