Customer Service Liaison

4 weeks ago

West Linn, Oregon, United States International Flavors & Fragrances Full time
Job Summary

The Customer Service Representative position at International Flavors & Fragrances has full accountability for post-sales customer interactions and satisfaction. This role provides ongoing customer relationship management for key accounts that are part of our strategic growth plan. Responsible for maintaining and managing existing accounts with varying needs-based requirements for our company. Works with the sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term account goals in accordance with our company vision and values.

Key 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 the 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.
• Enters, processes, communicates, and tracks orders internally and to customers.
• Monitors and communicates any changes to orders 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.
• Manages, maintains, and coordinates delivery customer-supplied materials. Provides post-production inventory reconciliation reports to the customer.
• Manages customer artwork reviews, item setups, and inventory inclusive of customer-supplied and IFF Clackamas-purchased materials.
• 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 manages assigned accounts.
• Other duties as assigned.

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 at International Flavors & Fragrances has full accountability for post-sales customer interactions and satisfaction. This role provides ongoing customer relationship management for key accounts that are part of our strategic growth plan. Responsible for maintaining and managing existing accounts with varying needs-based requirements for our company. Works with the sales and support teams for the achievement of customer satisfaction, revenue generation, and long-term account goals in accordance with our company vision and values.

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