Customer Service Team Supervisor

Job Description

We seek a highly motivated, experienced Customer Service Team Supervisor / Sales Support to join our dynamic team at IFF. This dual role is based in Bomlitz .

Under the responsibility of the Customer Service Manager Pharma EMEA / Business Manager, you will guide a team of four Customer Service Representatives towards achieving company goals and promoting a positive team culture. You will cultivate an atmosphere of collaboration and communication, while equipping team members with the necessary tools for success. You’ll also strategize and implement initiatives to enhance team performance, productivity, and quality of work in the company.

Part of the role will also be to manage a client portfolio as a Customer Service Representative if required. The role involves direct daily contact with customers and internal stakeholders, maintaining and improving the high level of customer service that IFF is proud of. As Sales Support your primary function is to provide commercial, administrative, and project related support for the Business Account Managers and Commercial Leader in the country. Building solid and trustful relationships with both external customers and internal IFF cross-functional & regional departments is a key responsibility as well. Teamwork and operating as One IFF is essential.

Your main tasks as

• Customer Service Supervisor: Management of the Nitrocellulose CSR team in Bomlitz/Neu Isenburg, Germany (~ 50% of the role). Management of the daily activities of the team (absence, holidays, backup, organization, recruitments, separations, conflicts etc…) Team performance management (Definition of objectives, mid-year review, end-of-year review, one-off review) Develop the team from a personal and professional point of view. Ensure that the team uses the tools & processes as defined by the Customer Service Center of Excellence. Keep the team informed of ongoing changes within the CSR and Business Organization. Collaboration with our sales, logistics, planning and finance teams to improve our Order to Cash processes and the service of our customers. Use of Key Indicators (On Time Performance / Customer Complaints) to improve customer service in our Pharma business. Management of a client portfolio as Customer Service Representative if required during Back-up. Interaction with customers in case of escalations with support from the sales team. Daily interactions with all the different functions of IFF (Commercial, planning, logistics, quality, finance)
• Sales Support: Quarterly review of commission statements Annual review of rebate statements Participation in cross-functional working groups to improve processes that have a direct impact on customers. Follow up and support in processing customer complaints. Sample processing (sample orders and replenishment review) Clarification of order blocks due to outstanding payments or credit limits Support in ensuring the correct provision of MSDSs in colllaboration with QA Review of empty drum return Reporting Market Intelligence Keep track of NC contracts

Job Requirements

• 5 years of experience as a CSR.
• 2 – 3 years of experience supervising teams
• Excellent communication (verbal and written), interpersonal and problem-solving skills.
• Continuous improvement mindset for customer service
• Able to work in an international environment between the different functions of our organization.
• Ability to listen.
• Ability to work in a tense Supply Chain environment.
• Strong leadership and organisational skills.
• Fluent in English, another language is a plus

Preferred Skills and Qualifications

• Certifications in leadership, project management or other relevant areas.
• Excellent analytical and decision-making acumen.
• Bachelor's degree in a relevant field, such as business administration or management
• Knowledge of SAP ERP - Order To Cash
• Knowledge of international market rules, Incoterms, secured payment terms.
• Sales Force - CMR

IFF is an Equal Opportunity Employer.

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.