Customer Service Representative

Symrise AG; Jacksonville (FL); Hybrid; USD 52,000 - 65,000; Full time

Job summary

Symrise AG is seeking a Customer Service Representative to manage assigned accounts from order receipt to delivery and invoicing. You will serve as the primary contact, coordinate with Sales, Planning, Operations, Logistics, and Finance, and help resolve issues that affect service and customer satisfaction.

You will review and enter orders in SAP, monitor progress, and provide documentation such as invoices and packing lists. SAP experience and strong communication are essential.

Qualifications

• High School Diploma / GED required; Associate degree preferred.
• 2+ years of Customer Service, Order Management, or Account Support in manufacturing, distribution, or B2B.
• Experience with order entry and order management.
• Excellent communication skills in written and verbal form.
• Proficiency with MS Office (Word, Excel, Outlook, PowerPoint, Teams).
• Experience with SAP or similar MRP system preferred.
• Prior exposure to Supply Chain order-to-payment process is an advantage.
• Experience with global companies to provide exposure and best practices is desired.
• Hybrid/remote role based in Jacksonville, FL or Hasbrouck Heights, NJ; commutable distance required.
• Sponsorship is NOT available for this role.

Responsibilities

• Serves as the primary contact for assigned customer accounts and builds effective working relationships with customers and internal stakeholders.
• Reviews, enters, confirms, and maintains customer orders in SAP, validating material, quantity, unit of measure, pricing, requested dates, shipping instructions, Incoterms, and other required information.
• Monitors orders from entry through delivery, coordinates with Planning, Operations, Logistics, and other Supply Chain partners, and communicates availability, delays, changes, and recovery plans.
• Provides accurate order and shipment documentation, including order confirmations, invoices, packing lists, certificates of analysis, and pro forma invoices.
• Investigates pricing, billing, delivery, and documentation issues and partners with Sales, Finance, Quality, Logistics, and other functions to resolve promptly.
• Records customer complaints accurately, ensures visibility, tracks follow-up actions, and communicates status and resolution per procedures.
• Maintains customer, order, and account information in SAP and related systems, supports portals and reporting, identifies process improvements.
• Provides coverage for team members, cross-trains, follows procedures, and supports projects and continuous improvement initiatives.

Skills

Communication skills

Order management

Problem solving

Education

High School Diploma / GED

Associate degree preferred

Tools

Microsoft Office

SAP

Job description

Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food.

Its sales of € 4.9 billion in the 2025 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by 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 integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.

About the Role

Position Summary

The Customer Service Representative manages assigned customer accounts from order receipt through delivery and invoicing. Serves as the primary customer contact, provides timely and accurate communication, coordinates with Sales,

Planning, Operations, Logistics, Quality, and Finance, and helps resolve issues that may affect service, supply, documentation, or customer satisfaction.

Essential Duties and Responsibilities

• Serves as the primary contact for assigned customer accounts and builds effective working relationships with customers and internal stakeholders.
• Reviews, enters, confirms, and maintains customer orders in SAP, validating material, quantity, unit of measure, pricing, requested dates, shipping instructions, Incoterms, and other required information.
• Monitors orders from entry through delivery, coordinates with Planning, Operations, Logistics, and other Supply Chain partners, and proactively communicates availability, delays, changes, and recovery plans.
• Provides accurate order and shipment documentation, including order confirmations, invoices, packing lists, certificates of analysis, and pro forma invoices, as applicable.
• Investigates pricing, billing, delivery, and documentation issues and partners with Sales, Finance, Quality, Logistics, and other functions to achieve timely resolution.
• Records customer complaints accurately, ensures appropriate internal visibility, tracks follow-up actions, and communicates status and resolution to the customer in accordance with established procedures.
• Maintains customer, order, and account information in SAP and related systems, supports customer portals and reporting requirements, and helps identify process or system improvements.
• Provides coverage for team members, participates in cross-training, follows documented procedures, and supports special projects and continuous improvement initiatives.

About You

Required Qualifications

• High School Diploma / GED required. Associate Degree or 2 year equivalent degree preferred
• 2+ years of Customer Service, Order Management, or Account Support experience within a manufacturing, distribution center, or Business to Business environment (not a call center).
• Experience with order entry and order management.
• Excellent communication skills. Ability to interact and communicate clearly and effectively with internal and external customers in written and verbal form.
• Proficiency with MS Office (Word, Excel, Outlook, PowerPoint, Teams) required.
• Must use sound judgement and apply a solution-oriented approach to issues that arise.
• Experience with SAP or similar MRP system strongly preferred.
• Prior exposure to or involvement with Supply Chain to manage order to payment process is an advantage.
• Experience with Global companies to provide exposure and comparison of best practices is desired.
• This is a hybrid / remote role that can be based in the Jacksonville FL or Hasbrouck Heights NJ areas. Only applicants already living within a commutable distance from these locations will be considered.
• Sponsorship is NOT available for this role.

What We Offer

Become part of our open and transparent culture. It will give you the opportunity to flourish and to develop inspiring experiences that contribute to the health and well-being of consumers in 160 countries around the world. Putting our employees in focus fuels our strong company growth above market rates and makes us an excellent place to develop your career.

Come join us and embark on a fascinating journey with Symrise.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.