Customer Service Representative

Genencor International; Leiden; On-site; EUR 42,000 - 56,000; Full time

Job summary

IFF, based in Leiden, Netherlands, is seeking a Customer Service Representative to join Global Operations for a 7-month temporary period. You will manage orders, inquiries, and complaints, acting as the main operational link between customers and internal teams to ensure seamless order execution and issue resolution.

You will coordinate export documentation, ensure compliance, and support onboarding and system implementations to improve efficiency and customer experience, with a strong focus on

Qualifications

• Bachelor's degree in Supply Chain, Logistics, Business Administration, or related discipline.
• Minimum 3 years of experience in Customer Service, Export Operations, Supply Chain, or Logistics.
• Strong experience with ERP systems, preferably SAP Order-to-Cash (OTC).
• Demonstrated expertise in international export processes, customs documentation, export compliance, and global shipping requirements.
• Fluent in English with excellent verbal and written communication skills.
• Strong analytical, quantitative, and problem-solving skills with the ability to make sound operational decisions.
• Ability to communicate effectively and build strong relationships across all organizational levels and cultures.
• Proven stakeholder management skills and a collaborative approach to working with customers, commercial teams, and operational partners.

Responsibilities

• Receive, process, and manage customer orders, inquiries, and complaints with high customer satisfaction.
• Serve as primary operational contact for assigned customers, building relationships and delivering excellent service.
• Coordinate export documentation and international shipments ensuring compliance with customs and company procedures.
• Onboard new customers, introduce new products, and implement new systems and ways of working.
• Support continuous improvement initiatives, KPI performance, and transformation projects to enhance efficiency and customer experience.

Skills

Customer service

Export operations

ERP SAP OTC

English fluency

Stakeholder mgmt

Education

Bachelor's degree in Supply Chain / Logistics

Tools

SAP ERP

Job description

Job Summary

Are you passionate about delivering outstanding customer experiences while managing complex international export operations in a global environment? IFF is a global leader in flavors, fragrances, food ingredients and health & biosciences. We deliver sustainable innovations that elevate everyday products. Global Operations: Ensuring excellence in execution, from procurement to supply chain and reliability, delivering quality, safety, efficiency and sustainability across the value chain. The role is based in Leiden, Netherlands. This is a full-time temporary position for an initial period of 7 months, with the possibility of extension based on business needs. The Customer Service Representative serves as the primary operational interface between IFF and its internal and external customers. In this role, you will receive and process customer orders, inquiries, and complaints while ensuring excellent service throughout the customer journey. You will build and maintain strong relationships with customers and commercial teams, acting as a key communication link between customers, Sales, Supply Chain, Logistics, and other internal stakeholders. Success in this role requires strong analytical skills, sound judgment, a customer-focused mindset, and a high level of product, process, and export expertise. Be part of an experienced, customer-focused, collaborative, and 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, process, and manage customer orders, inquiries, and complaints while ensuring a high level of customer satisfaction. Serve as the primary operational contact for assigned customers, building strong relationships and providing exceptional service throughout the customer journey. Act as a key communication link between customers, Sales, Supply Chain, Logistics, and other internal stakeholders to ensure seamless order execution and issue resolution. Manage customer onboarding activities, including new customer setup, introduction of new products, and implementation of new systems and ways of working. Coordinate export documentation and international shipments, ensuring compliance with customs regulations, trade requirements, and company procedures. Use your knowledge of products, product availability, customer requirements, and sales territories to provide accurate information and effective solutions. Identify and resolve operational issues through root cause analysis, ensuring timely escalation and sustainable corrective actions when required. Act as a compliance gatekeeper by maintaining data integrity, ensuring adherence to business procedures, and retaining required documentation for audit purposes. Support continuous improvement initiatives, KPI performance, and transformation projects to enhance operational efficiency and customer experience.

What Makes You the Right Fit

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related discipline.
• Minimum 3 years of experience in Customer Service, Export Operations, Supply Chain, or Logistics.
• Strong experience with Enterprise Resource Planning (ERP) systems, preferably SAP Order-to-Cash (OTC).
• Demonstrated expertise in international export processes, customs documentation, export compliance, and global shipping requirements.
• Fluent in English with excellent verbal and written communication skills.
• Strong analytical, quantitative, and problem-solving skills with the ability to make sound operational decisions.
• Ability to communicate effectivey and build strong relationships across all organizational levels and cultures.
• Proven stakeholder management skills and a collaborative approach to working with customers, commercial teams, and operational partners.
• Ability to thrive in a fast-paced, dynamic environment while maintaining a high level of accuracy and service excellence.

How Would You Stand Out?

• Experience with continuous improvement methodologies such as Lean, Six Sigma, or Total Productive Maintenance (TPM).
• Knowledge of additional ERP systems such as Microsoft Dynamics, Navision, or similar platforms.
• Experience participating in customer service transformation, process improvement, or digitalization projects.

Why Choose Us?

• Opportunity to work for a global leader in taste, scent, and nutrition.
• Exposure to international customers, export operations, and global supply chain processes.
• Collaborative and inclusive work environment with strong cross functional partnerships.
• Professional onboarding and training programs from day one.
• Continuous learning and development opportunities to support your career growth.
• Potential opportunity for contract extension based on business needs and performance.

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. At IFF, we make joy through science, creativity and heart. As the global leader in flavors, fragrances, food ingredients, health and biosciences, we deliver groundbreaking, sustainable innovations that elevate everyday products – advancing wellness, delighting the senses and enhancing the human experience. We value an inclusive, creative workplace where all individuals can thrive and do their best work. We consider all qualified candidates equally and based on merit, without regard to religion, ethnicity, national origin, race, age, veteran status, gender identity or expression, sexual orientation or disability.