Customer Service Manager, Asean

Are you passionate in providing superb customer service by leading and motivating our customer service team?? Would you love to work for a global organization that is doing more good for people and planet?

Joining science and creativity, we are an international collective of thinkers who partner with customers to bring scents, tastes, experiences, ingredients and solutions for products the world craves.

We have an exciting opportunity for a highly motivated and customer oriented individual to join our Customer Service team as **Customer Service Manager, ASEAN.**

**Your Focus**

As Customer Service Manager, ASEAN, you will lead and manage a team to oversee all orders to guarantee customer needs are met in a timely manner. You will also provide guidance and coaching to enhance the team service objectives to achieve 100% satisfactions for our customers.

This is a Singapore based position reporting into Asia Pacific Supply Chain Leader.

**How you will Lead and Contribute**
- Daily line management of the customer relations team including employee development, performance feedback and coaching and ensuring deliverables are met.
- Oversee all customer orders (order entry through delivery) to guarantee customer needs are met in a timely manner.
- Analyze order fulfillment process and product inventory status. Recommend changes where necessary.
- Provide data analysis and recommendations regarding customer information and supply chain process. Develop and improve Supply Chain Operations to meet customer needs for orders, documents and information.
- Lead key initiatives for providing information, products and service to meet customer needs and enhance customer relationships.
- Supervise invoice and credit processes.
- Responsible for having up to date ISO procedures for customer relations processes.
- Document training protocols and establish on-going department training modules.
- Ensure that complete and accurate data is entered into IB's databases so that there is valuable customer information and reports available.
- Create value added and proactive customer and sales communications, utilizing the customer excellence tools.
- Act as a focal point of critical information for both supply and the sales force.
- Work with the Supply Chain Director in the region to optimize deliverables and help to coordinate department activities to ensure success.
- Familiarity with impact of forecast on APO.
- Drive continuous process improvement in the CR - and Supply Chain teams, locally and global
- Responsible for managing the end-to-end consignment process via forecast and inventory levels at customer location.
- Responsible for timely monthly audit process and adhere to auditing requirements.
- Challenge existing work processes to continuously improve the order handling process.

**Job Requirements**:
**What you will need to be successful**
- Bachelor’s Degree in Supply Chain, Business Management or equivalent.
- Minimum 5 - 7 years of customer service experience and 3-5 years of managerial experience.
- Experience with customer service within the region.
- In-depth global order management knowledge.
- Basic product knowledge.
- Troubleshooting of customer problems.
- Data analysis, interpretation and reports.
- Knowledge of delivery and payment terms, financial basics.
- Detailed ERP System knowledge.
- Global order management process knowledge.
- Knowledge of warehouse processes, logistics and shipping.
- Strong interpersonal and communication skills both verbal and written.
- Demonstrate ability to effectively develop process, program improvement opportunities across functional and regional boundaries.
- Service minded, flexible, team player and self-motivated.
- Travelling post covid is needed (10%)

IFF is an Equal Opportunity Employer.