Customer Service Manager

Symrise is a global supplier of fragrances, flavourings, cosmetic active ingredients and functional ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, the pharmaceutical industry and producers of nutritional supplements and pet food. Its sales of approximately € 5.0 billion in the 2024 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented in more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America. Symrise works with its clients to develop new ideas and market-ready concepts for products that form an indispensable part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process. Symrise - always inspiring more… The Position In this key leadership role, you will be accountable for creating meaningful value for customers through proactive engagement, attentive listening, and decisive action. This shared purpose will guide both you and your team across all interactions and transactions. Continuously elevating the Customer Service experience is your highest priority, and you will act as the role model driving this transformation. You will empower your team, eliminate obstacles, and measure success - both yours and the team\'s - based on the value delivered to customers. Close collaboration with Planning, Shipping, Warehouse, QC/QA, Regulatory, and other key functions will be essential in aligning the entire organization to support the Sales team effectively. External Scope Effective communication with customers on all CS matters and being proactive in reaching out Build credibility through respect and trust, respect and creating value with customers by going beyond their expectations Collaborate with Sales and Supply Chain to provide actions for Customers that differentiate us positively from our competitors Offer options to customers that result in fulfillment, satisfaction and delight to stakeholders. Listen to customers\' concerns, addresses complaints quickly and connect customers with the right individuals as needed. Follows up to ensure a timely resolution with actions that resonate with a sense of urgency. Internal Operational Scope Drive and implement Customer Service operational strategy aligned with F&B division roadmap Proficient use of Systems - SAP (SG); ACCPAC (from Sales Affiliates) Accountable for driving and meeting Customer Service SLA/ standards or KPIs Issue delivery instructions to Shipping / Logistics teams Understanding & apply basic commercial knowledge / terminology Identify opportunities for improvement and deliver positive changes & efficiencies in Customer Service (e.g., optimizing workflow/process simplification, automation, etc.) to enhance customer experience Support the Customer Service team with effective and timely escalation of customer feedback, prioritization of issues and complaint resolution with cross-functional team Perform Customer Service effectiveness reviews to ensure quality and compliance Gather customer (internal and external) feedback and provide insights & actions for improvement. Internal Team Scope Recruit, train, build and retain high- performing Customer Service Team Engage the team to be highly focused and committed in creating added value for customers Scale up capabilities of Customer Service team by identifying knowledge gaps, ensuring training materials and knowledge base for on boarding and on-the-job training are updated and cascaded accordingly. The Ideal Candidate Degree in Business or equivalent with at least 10 years of relevant work experience Strong coordination, presentation and communication skills, with ability to engage effectively with internal and external stakeholders Ability to interpret complex data and present insights in a clear and actionable manner Proficient in both spoken and written English High level of computer literacy including advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) Quick to learn and adapt to new IT systems with experience in navigating SAP (CRM & ERP) will be an added advantage Exposure to Project Management and Process Management will be added advantage. Service-oriented with excellent problem-solving abilities, a keen attention to detail and a proactive attitude Ability to recruit, train, build and retain a high-performance Customer Service Team while engaging the team to be highly focused & committed in creating added values for customers Scale up capabilities of Customer Service team by identifying knowledge gaps, ensuring training materials and knowledge base for on boarding and on-the-job training are updated and cascaded accordingly. #J-18808-Ljbffr