Customer Service Manager

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 € 3.8 billion in the 2021 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

he Customer Service Manager is responsible for department oversight, people management, a customer centric and effective daily interaction between the customer service team and customers, supply chain, and sales management team. Ensures the Customer Service team processes orders, changes, adjustments, complaints, and surveys accurately, timely, and within proper domestic and international Incoterm compliance. This position is responsible to keep employee morale at a high level, executing company best practices, and excellent customer satisfaction.

Duties and Responsibilities:

• Supervises and provides effective management of customer service representatives.
• Identifies present and future customer needs by assessing whether the delivered performance and services matches the customer requirements.
• Coordinates all daily customer services activities including international and domestic order entry, correspondence and follow-up.
• Obtains bookings and prepares proforma for new international customer’s orders.
• Assures delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review.
• Conducts customer reviews and communications to assure increasing levels of customer satisfaction.
• Escalates relevant customer issues inside the organization to assure high level of reactivity and problem resolution.
• Conducts and maintains documentation to support personnel management, corrective action and development, goal setting and performance reviews. Ensures overall high level of talent and engagement levels.
• Oversight of samples from current business and new business opportunities as well.
• Prepares weekly customer service key metric reviews for staff meeting. Able to provide root cause and corrective action for any metrics below goal.
• Manages employee schedule requests and proper backup coverage.
• Reviews and organizes weekly shipment, on-time delivery, daily shipments, and case reports.
• Ensures team is processing orders timely & accurately from order entry to payment received.
• Ensures team maintains customer database, pricing, and customer case history.
• Works with accounts receivable, credit team, and other departments as needed for process improvements.
• Supports weekly supply chain meetings.

About You

• 2-3+ years of customer service, service account management or related experience preferred.
• Minimum of 2-3 years supervisory experience required.
• Associate’s or Bachelor’s Degree in Business or related field preferred.
• Very strong MS Excel skills.
• Database Service/Order/ProjectManagement experience required.
• Excellent verbal and written communication skills. Ability to effectively communicate with internal and external customers.
• Communicates courteously and ensures on-time service, timely responsiveness, and customer retention.
• Proven track record and ability to effectively perform in a fast-paced and deadline driven environment.
• Attention to detail, strong follow-up skills, and proven ability to produce quality work.
• Develops a team environment in which members participate, cooperate with and support each other.
• Is effective at coaching others. Helps subordinates and other associates define and follow through with actions that support excellent performance and personal development.
• Thinks of ways to make people more productive and more focused on company goals. Finds ways to reward and recognize achievements.

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 the 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.

If you feel that you fit the above criteria, then please apply by using our online application system. Your application will be treated confidentially.

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