The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfilment in Business-to-Business support at country or sub-regional level for pharma business, and direct people management of country or sub-regional Customer Service organization, driving continuous improvement in work process and CSR capability, and managing country or sub-regional operational cost
Responsibilities/Description
• Manage or supervise customer orders including domestic, export and consignment orders based on Sarbanes-Oxley Act compliance policy: order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any
• Process or supervise a credit note or a debit note related to a sales order or customer complaint
• Process or supervise customer complaints and service cases management, and participate in Order to Cash complaint investigation at country or sub-regional level
• Supervise Customer Service Representatives’ service level towards internal and external customers
• Build a strong partnership with internal and external stakeholders
• Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
• Participate in internal/external audit as needed
• Coach and train direct report lines
Requirements
• Bachelor’s degree in Supply Chain or Business Administration
• +7 years' experience in Customer Service or Supply Chain of business to business
• 3 years' experience in direct people management
• Knowledge in Supply Chain Management or end-to-end Order to Cash process
• Expert knowledge of MS Office tools
• Knowledge in SAP
• Knowledge in basic finance
• Fluent business English communication skills
• Effective communication skills across all levels of the organization
• Negotiation and influencing skills
• Highly collaborative and team player
• Cross cultural awareness
• Experience in the Pharma industry is a plus
Training / Certifications
• SAP training
• Microsoft Office tools training (Word, Excel, PowerPoint)
• Incoterm and Payment Term training
The Pharma Solutions business will be taking on its next chapter of growth as a trusted partner for the pharmaceutical industry with the announcement to sell Pharma Solutions to Roquette. This move will position Pharma Solutions to expand its industry leadership through continued investment in innovation to meet the evolving needs of pharmaceutical manufacturers and developers worldwide.
The sale is presently expected to close in the first half of 2025, pending regulatory approvals and other closing conditions. The Pharma Solutions business unit will remain a part of IFF until close and, at such time, it will transition to Roquette. In applying for this position, you acknowledge your awareness that the position is a part of the Pharma Solutions business unit and has been identified to transition to Roquette.
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 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.
Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more
