Customer Service Liaison

4 days ago

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

The Customer Service Representative position at International Flavors & Fragrances is responsible for ensuring customer satisfaction and maintaining ongoing relationships with key accounts. This role involves managing existing accounts with varying needs-based requirements, working with the sales and support teams to achieve customer satisfaction, revenue generation, and long-term account goals.

Key Responsibilities

• Maintains contact with all clients to ensure high levels of client satisfaction and 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, ensuring 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, maintaining 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, ensuring 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 order, including quantities and changes in schedule, relaying 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 of customer-supplied materials, providing post-production inventory reconciliation reports to the customer.
• Manages customer artwork reviews, item setups, and inventory, inclusive of customer-supplied and IFF-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, negotiating reimbursements with customers as needed.
• Partners with internal teams on maintenance of electronic forecasts as needed.
• Directly manages 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.

About IFF

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 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 religion, gender identity & expression, sexual orientation, or disability.

Visit https://www.iff.com/ to learn more.

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