Specialist, H&B Customer Service Process/Systems (Order to Cash)

IFF; United States; Hybrid; USD 81,000 - 116,000; Full time

Benefits offered by this job

8% holiday allowance

Annual bonus scheme (AIP) & LTIP

Pension plan

Commuting allowance / transport

Employee Assistance Program (EAP)

Job summary

IFF is seeking an SAP OTC subject matter expert to lead process improvements and system enhancements in a global context. The role involves providing advanced OTC system support, testing integrations for new clients, and collaborating across regions and suppliers to ensure data integrity and compliant processes.

The candidate will train colleagues, drive KPIs, and act as a gatekeeper for approvals and procedures, contributing to ongoing OTC excellence and cross-functional success.

Qualifications

• Bachelor’s degree required.
• +3 years' experience in Customer Service or Supply Chain.
• Knowledge of SAP OTC.
• Strong English communication and stakeholder engagement.
• Project management skills.

Responsibilities

• Provide advanced system support to internal and external customers.
• Test and support integrations for new clients.
• Collaborate globally with regional departments and suppliers.
• Act as gatekeeper ensuring approvals, procedures and data integrity.
• Contribute to process improvements and documentation.
• Train colleagues on updates and procedures (1:1 and group).
• Drive continuous improvement and KPIs in OTC process.
• Identify business needs for process enhancements with Regional CS teams.

Skills

SAP OTC

Stakeholder management

Process improvement

Education

Bachelor's degree

Job description

Job Summary

Ready to become the SAP OTC subject matter expert for a global organization while leading process improvements, system enhancements, and cross-functional engagement?

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

Health & Biosciences: Channeling our passion for nature and bioscience into sustainable, life enhancing technologies that power innovative solutions across healthcare, food, consumer and industrial markets.

This is a hybrid role based out of our office in Leiden, Netherlands. Join a collaborative, innovative, and solution-oriented team where your expertise contributes to meaningful products used around the world. Your potential is our inspiration!

Serve as the internal subject matter expert for OTC systems, providing regional and global guidance, and expertise to stakeholders across the organization.

Where You'll Make a Difference

• Provide advanced system support to internal and external customers. Troubleshoot issues and elevate to next level as needed
• Support integrations for new clients including testing. It is important to understand how to test and make sure the changes made do not impact other data or processes (i.e., something else wasn’t broken while fixing the original problem)
• Collaborate globally and regionally with other departments and suppliers
• Act as the gatekeeper of subject matter ensuring approval processes, business procedures and data integrity/compliance are followed
• Participate and contribute to process improvements - including workflows, documentation of process and procedures, etc
• Train colleagues and new recruits on relevant updates and procedures. Individual one-on-one training, as well as presenting to a larger group
• Drive continuous improvement and KPI's in OTC process
• Collaborate with Regional Customer Service teams in identifying business needs which require process enhancements

What Makes You the Right Fit

• Bachelor’s degree (no specific major field required)
• +3 years' experience in Customer Service or Supply Chain
• Knowledge of SAP OTC
• Advanced knowledge of business processes and procedures
• Strong business communication skills in English, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Project management skills
• Excellent analytical and quantitative skills
• Highly collaborative and team player
• Cross cultural awareness

How Would You Stand Out?

• SAP OTC training and and proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Six Sigma Certification
• APICs Certification

Why Choose Us?

• 8% holiday allowance and a competitive annual bonus scheme (AIP) & Long-Term Incentive Plan (LTIP) for eligible roles
• Individual Choice Budget (IKB), which can be used flexibly (e.g., additional vacation days or monthly payout)
• 25 vacation days plus additional ADV days
• Commuting allowance (€0.23/km, up to 72 km one way) or full reimbursement of public transport (2nd class) OR lease car (role based)
• Competitive pension scheme, company-paid disability insurance and enhanced parental leave
• Access to an Employee Assistance Program (EAP) providing confidential wellbeing, financial, and personal support, along with employee resource groups and year-round activities such as workshops, sports events, volunteering, and social gatherings.

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