Customer Service Supervisor (F&B)

EMEA3 Recruitment; Hasbrouck Heights (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Symrise is seeking a Customer Service Supervisor to lead daily Customer Service operations, ensuring on-time order fulfillment in coordination with supply chain teams. You will mentor Representatives, improve processes, and maintain master data in SAP to enhance efficiency.

Ideal candidates have 5+ years in manufacturing Customer Service, 2+ years in supervision, and strong ERP experience (SAP/Sage). Excellent English skills and multilingual capabilities are a plus.

Qualifications

• High School Diploma / GED or equivalent education required. College degree preferred.
• 5+ years of experience in Customer Service within a manufacturing environment (not in a call center) required. Flavor industry experience strongly preferred.
• 2+ years of supervisory experience within Customer Service.
• Experience with order processing.
• Proficiency with MS Office (Word, Excel, PowerPoint, Outlook, Teams).
• Must have experience working with ERP systems (i.e. SAP, Sage, JD Edwards, AS400). Experience with SAP and/or Sage is preferred.
• Ability to interact and communicate effectively in English with internal and external customers in both written and verbal form.
• Ability to speak other languages in addition to English (i.e. Spanish, German, French) is advantageous.
• Strong organizational skills and ability to follow through with multiple projects.
• Ability to multitask in a fast-paced environment and effectively prioritize under pressure.
• Ability to deal with conflict and able to influence across functional lines.
• Knowledge of international shipments desirable.

Responsibilities

• Coordinates the order fulfillment process with customer service and supply chain to meet on-time performance guidelines.
• Acts as primary contact for assigned accounts, researching material availability, price records, and shipping methods; maintains master data in SAP.
• Provides personnel development through coaching and mentoring; participates in hiring potential candidates.
• Facilitates organization of the customer complaint process and reduces complaints.
• Identifies solutions for supply chain challenges and aligns information flow across the organization.
• Communicates customer requirements to Finance, Sales, Marketing and internal Supply Chain.
• Works with Supply Chain to review order status and coordinate changes; provides routine updates to customers.
• Works with Finance to process credits, debits and special billing.
• Assists management in training Customer Service Representatives and provides backup support.

Skills

High School Diploma

5+ years of experience in Customer 3

2+ years supervisory experience

Order processing

MS Office

ERP systems (SAP/Sage/JD Edwards/AS400

English communication

Additional languages advantageous

Organizational skills

Multitasking under pressure

Conflict management

International shipments knowledge

Education

High School Diploma or equivalent

College degree preferred

Tools

SAP

Sage

JD Edwards

AS400

Job description

About us

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 2024 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.

Symrise – always inspiring more…

Your role

Position Summary:

The Customer Service Supervisor independently supervises the day-to-day operations of the Customer Service department to ensure order fulfillment. Works with the Customer Service team and supply chain members (internal/external) to ensure on-time performance guidelines are met and business rules are aligned within those guidelines. Communicates transparently throughout the organization and as well as with customers. Develops Customer Service Representatives through training, coaching and mentoring. Improves systems and processes to develop value-added functions in Customer Service.

Essential Duties and Responsibilities:

• Coordinates the order fulfillment process. Works with customer service team and supply chain members (internal/external) to ensure on-time performance guidelines are met and business rules are aligned within those guidelines. Balance workload prioritization with Customer Service Manager among team members.
• Acts as primary contact for assigned accounts. This includes receipt and confirmation of customer orders which involves researching material availability, available price record confirmation and shipping method. Maintains master data in SAP. Provide recommendations for SAP changes where applicable to increase efficiencies. Manages and cross trains with customer portal activity.
• Provides personnel development through coaching and mentoring. Participates in identifying and hiring of potential candidates.
• Facilitates organization of customer complaint process. Ensures all customer complaints are entered and follow up is provided to the customer either formally or informally as required. Reduce number of customer complaints caused by Customer Service.
• Identifies solutions for challenges within supply chain process and partner with supply chain team. Aligns with business to ensure timely and accurate information and strategies are communicated appropriately throughout the organization. Assists in the development of processes and procedures to ensure smooth and transparent information flow.
• Communicates customer requirements to Finance, Sales, Sales Support, Marketing and the internal Supply Chain. Implements support systems and processes to meet these requirements.
• Works closely with Supply Chain to review order status, coordinate changes, obtain accurate information regarding shipments through production reports, SCM reports, allocation reports and batch delays. Information is utilized to provide routine updates to our customers regarding changes in supply. Provides order related documentation to our customers such as invoices, certificates of analysis and pro-forma invoices where required.
• Works with Finance to research necessary information to complete credits, debits and any special billing in a timely manner.
• Assists management in training of Customer Service Representatives through support with procedure documentation and customer profile development. Provide back up support to Customer Service Manager when needed.

About you

Required Qualifications:

• High School Diploma / GED or equivalent education required. College degree preferred.
• 5+ years of experience in Customer Service within a manufacturing environment (not in a call center) required. Experience in the flavor industry strongly preferred.
• 2+ years of supervisory experience within Customer Service.
• Experience with order processing.
• Proficiency with MS Office (Word, Excel, PowerPoint, Outlook, Teams).
• Must have experience working with ERP systems (i.e. SAP, Sage, JD Edwards, AS400, etc.). Experience with SAP and/or Sage is preferred.
• Ability to interact and communicate effectively in English with internal and external customers in both written and verbal form.
• Ability to speak other languages in addition to English (i.e. Spanish, German, French) is advantageous.
• Strong organizational skills and ability to follow through with multiple projects.
• Ability to effectively multitask in a fast-paced environment and effectively prioritize under pressure.
• Ability to deal with conflict and able to influence across functional lines.
• Knowledge of international shipments desirable.

Our 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, national origin or any other basis protected by applicable law. All employment decisions are made on the basis of qualifications, merit and business necessity.