Customer Service Representative

IFF; Tlalnepantla; Hybrid; MXN 420,000 - 660,000; Full time

Job summary

IFF in Mexico (Hybrid) seeks a capable Customer Service & Order Management professional to manage the Order-to-Cash process for regional Latin American accounts. You will be the primary contact for customer inquiries, coordinating with Planning, Manufacturing, Logistics, Quality, Finance, and Sales to ensure accurate, timely order fulfillment.

The role requires strong English communication, SAP experience, and a proven ability to handle multiple priorities in a fast-paced environment while

Qualifications

• Bachelor's degree in a related field.
• Minimum 3 years in Customer Service, Order Management or related roles.
• Advanced English communication skills.
• Experience with SAP and order management processes.
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Manage customer orders throughout the Order-to-Cash process.
• Serve as primary contact for customer inquiries and service requests.
• Collaborate with Planning, Manufacturing, Logistics, Quality, Finance, and Sales.
• Identify and mitigate supply risks and delivery challenges.
• Support forecasting and demand planning with internal stakeholders.
• Maintain customer, product and transactional data in SAP and other systems.

Skills

Customer Service

Order Management

Stakeholder management

English Proficiency

Education

Bachelor's degree

Tools

SAP

ERP systems

Job description

Are you ready to support strategic customer relationships across Latin America while driving exceptional service, cross-functional collaboration, and operational excellence?

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

Scent: Harnessing the full emotional power of scent, driven by pioneering creativity, science, consumer expertise, and a mindful approach to fragrance design.

The role is based in Mexico (Hybrid). Be part of a customer-focused, collaborative, and fast-paced team where together we can achieve greatness and create exceptional customer experiences. Your potential is our inspiration.

Where You’ll Make a Difference

• Manage customer orders throughout the entire Order-to-Cash process, ensuring accuracy and timely execution
• Serve as the primary point of contact for customer inquiries, order management activities, and service-related requests
• Partner closely with Planning, Manufacturing, Logistics, Quality, Finance, and Sales teams to ensure successful order fulfillment
• Proactively identify and mitigate supply risks, inventory constraints, and delivery challenges impacting customer service levels
• Support forecasting and demand planning activities through effective communication and coordination with internal stakeholders
• Maintain customer, product, and transactional information within SAP and other business systems
• Drive resolution of customer concerns while ensuring a high level of customer satisfaction and service excellence
• Build strong partnerships with strategic customers and internal stakeholders across Latin America
• Contribute to continuous improvement initiatives that enhance customer experience, operational performance, and service execution

What Makes You the Right Fit

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, International Business, Engineering, or a related field
• Minimum 3 years of experience in Customer Service, Order Management, Supply Chain Customer Service, Logistics Customer Support, or related functions
• Advanced English communication skills, both written and verbal
• Experience working with SAP and customer order management processes
• Strong customer-facing communication and stakeholder management skills
• Experience collaborating with Planning, Operations, Logistics, Quality, Finance, and Sales teams
• Knowledge of Order-to-Cash processes and supply chain operations
• Ability to manage multiple priorities and perform effectively in a fast-paced environment
• Strong problem-solving, analytical, and customer-focused mindset

How Would You Stand Out?

• Experience within manufacturing, chemicals, flavors & fragrances, FMCG, or related industries
• Experience supporting multinational or regional customer accounts
• Knowledge of forecasting, demand planning, and end-to-end supply chain processes

Why Choose Us?

• Regional exposure across Latin America and interaction with strategic customers
• Opportunity to collaborate with commercial, operational, and supply chain teams across the organization
• Dynamic role with broad visibility across multiple business functions
• Professional development opportunities within a global organization
• Collaborative environment that encourages learning and continuous improvement
• Opportunity to build a long-term career within a leading global company