Hybrid Customer Service Lead - Order-to-Cash (LATAM)

International Flavors & Fragrances Inc.; Morelos; Hybrid; MXN 360,000 - 600,000; Full time

Job summary

IFF is seeking a Customer Service Representative in Tlalnepantla, Mexico for a hybrid role. You will manage the full Order-to-Cash cycle in SAP, serve as the primary contact for LATAM accounts, and collaborate with Sales, Planning, Production, Quality, Logistics and Finance to ensure on-time delivery.

The ideal candidate has a bachelor’s degree, strong SAP knowledge, advanced English, and experience handling high-volume operations in manufacturing or FMCG.

Qualifications

• Bachelor's degree completed.
• Strong SAP knowledge, preferably in Order Management and Customer Service processes.
• Advanced English proficiency, both written and spoken.
• Experience managing high-volume operations and customized customer requirements.
• Excellent communication and stakeholder management capabilities.

Responsibilities

• Manage the full Order-to-Cash cycle, including order entry, confirmation, tracking and closure in SAP.
• Serve as the primary point of contact for assigned customers and strategic LATAM accounts.
• Monitor open orders and proactively manage supply and delivery risks to ensure customer satisfaction.
• Coordinate with Sales, Planning, Production, Quality, Logistics and Finance teams to ensure on-time delivery.
• Analyze demand changes and align forecast updates with global planning teams.
• Manage pricing updates, quotations and regional price list maintenance.
• Investigate and resolve customer complaints, billing disputes and service-related issues.
• Maintain customer, material and commercial master data while ensuring data accuracy.
• Drive continuous improvement initiatives focused on service excellence, operational efficiency and risk mitigation.

Skills

SAP

Order Management

Customer Service

English

Analytical thinking

Communication

Stakeholder management

Education

Bachelor's degree

Job description

IFF is seeking a Customer Service Representative in Tlalnepantla, Mexico for a hybrid role. You will manage the full Order-to-Cash cycle in SAP, serve as the primary contact for LATAM accounts, and collaborate with Sales, Planning, Production, Quality, Logistics and Finance to ensure on-time delivery.

The ideal candidate has a bachelor’s degree, strong SAP knowledge, advanced English, and experience handling high-volume operations in manufacturing or FMCG.