Regional Customer Service Manager

IFF•Rochester, NY

4d•$111,904 - $139,880

About The Position

Are you passionate about innovation that transforms everyday products into extraordinary experiences? 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 tied to our Rochester, NY location. Be part of a creative, agile team where together we can achieve greatness and make a real impact. Your potential is our inspiration. Where You’ll Make a Difference Oversee the end-to-end Order to Cash (O2C) process in alignment with Sarbanes‑Oxley Act compliance requirements and lead customer complaint and service case management across daily regional operations. Lead and participate in Order to Cash complaint investigations at the regional level, ensuring timely resolution and process transparency. Manage the Regional Customer Service organization’s service levels for both internal and external customers, ensuring adherence to performance expectations. Build and maintain strong partnerships with regional and global stakeholders to support operational alignment and best‑practice sharing. Drive continuous improvement initiatives across Order to Cash processes and Service Level KPIs, including on‑time delivery, order entry accuracy, compliance performance, and customer complaint lead time. Participate in internal and external audits as required, ensuring full documentation readiness and compliance. Establish Regional Customer Service objectives and strategies based on Global Operations priorities, and lead regional Order to Cash projects while contributing to global initiatives. Manage regional operational costs and customer service budget to ensure financial discipline and efficiency. Develop organizational capability within the Regional Customer Service team, supporting career progression and succession planning.

Requirements

Bachelor’s degree or higher in Supply Chain Management or Business Administration.
10+ years of experience in Customer Service or Supply Chain within a business‑to‑business environment.
At least 5 years of direct people management experience.
5–10+ years of sub‑regional or regional management experience.
Strong knowledge of Supply Chain Management and the end‑to‑end Order to Cash process.
Advanced proficiency in Microsoft Office tools.
Working knowledge of SAP.
Basic financial literacy and experience working with operational budgets.
Fluent business English communication skills.
Strong interpersonal and communication skills across all levels of the organization.
Highly collaborative mindset and effective team player.
Strong cross‑cultural awareness and ability to foster an inclusive work environment.
Proven ability to lead change and deliver measurable results.

Nice To Haves

SAP functional training or certifications related to O2C or Customer Service.
Advanced proficiency and formal training in Microsoft Office applications (Word, Excel, PowerPoint).
Training or knowledge of Incoterms and payment terms.

Responsibilities

Oversee the end-to-end Order to Cash (O2C) process in alignment with Sarbanes‑Oxley Act compliance requirements and lead customer complaint and service case management across daily regional operations.
Lead and participate in Order to Cash complaint investigations at the regional level, ensuring timely resolution and process transparency.
Manage the Regional Customer Service organization’s service levels for both internal and external customers, ensuring adherence to performance expectations.
Build and maintain strong partnerships with regional and global stakeholders to support operational alignment and best‑practice sharing.
Drive continuous improvement initiatives across Order to Cash processes and Service Level KPIs, including on‑time delivery, order entry accuracy, compliance performance, and customer complaint lead time.
Participate in internal and external audits as required, ensuring full documentation readiness and compliance.
Establish Regional Customer Service objectives and strategies based on Global Operations priorities, and lead regional Order to Cash projects while contributing to global initiatives.
Manage regional operational costs and customer service budget to ensure financial discipline and efficiency.
Develop organizational capability within the Regional Customer Service team, supporting career progression and succession planning.