Customer Service Representative

Job Summary

IFF is a global leader in flavors, fragrances, food ingredients and health & biosciences. We deliver sustainable innovations that elevate everyday products.

The role is based on Rochester, NY. Be part of a creative, solution-oriented team where together we can achieve greatness and make a real impact. Your potential is our inspiration.

Where You’ll Make a Difference

• Receive and process customer orders, inquiries, and/or complaints related to ordered products.
• Maintain ongoing relationships with selected customers and sales staff, serving as a key communication link.
• Apply product knowledge, product availability awareness, sales territory information, and customer-specific insights to ensure a high level of service.
• Manage the end-to-end Order to Cash process to ensure on‑time fulfillment for Business‑to‑Business operations at the country or regional level.
• Oversee sales order management for domestic, export, and consignment orders, including documentation, issue resolution, and timely follow‑up.
• Coordinate customer complaints and service cases related to sales orders.
• Collaborate cross‑functionally to solve operational problems and ensure seamless order fulfillment.
• Proactively communicate with customers to provide accurate updates, documentation, and support.
• Support implementation of process enhancements and contribute to best‑practice sharing within the team.

What Makes You the Right Fit

• Bachelor’s degree (no specific major required).
• 2–3 years of experience in Customer Service or Supply Chain in a B2B environment.
• Knowledge of domestic and international trade.
• Proficiency with Microsoft Office tools.
• Knowledge and hands‑on experience with SAP.
• Fluent business English communication skills.
• Strong communication abilities across all organizational levels.
• Highly collaborative, team‑oriented, and effective in cross‑cultural settings.

How Would You Stand Out?

• Experience coordinating end‑to‑end Order to Cash processes.
• Ability to manage credit notes, debit notes, and customer complaint workflows.
• Demonstrated success building strong internal and external partnerships.
• Experience implementing or optimizing processes, systems, or workflows.
• Strong judgment, analytical mindset, and sensitivity to customer needs.

Why Choose Us?

• Opportunity to contribute to a critical operational function with high business impact.
• Collaborative and cross-functional environment that values communication and continuous improvement.
• Stability and opportunity to grow expertise in Customer Service, Supply Chain, and Order to Cash operations.

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