IFF · 4 hours ago
Regional Customer Service Manager
Rochester, New York Metropolitan Area
Full-time
Onsite
Director/Executive
10+ years expIFF is a global leader in flavors, fragrances, food ingredients and health & biosciences, we deliver sustainable innovations that elevate everyday products. The role involves overseeing the Order to Cash process, managing customer service operations, and driving continuous improvement initiatives.
Manufacturing
Responsibilities
Oversee the end-to-end Order to Cash (O2C) process in alignment with Sarbanes‑Oxley Act compliance requirements and lead customer complaint and service case management across daily regional operations
Lead and participate in Order to Cash complaint investigations at the regional level, ensuring timely resolution and process transparency
Manage the Regional Customer Service organization’s service levels for both internal and external customers, ensuring adherence to performance expectations
Build and maintain strong partnerships with regional and global stakeholders to support operational alignment and best‑practice sharing
Drive continuous improvement initiatives across Order to Cash processes and Service Level KPIs, including on‑time delivery, order entry accuracy, compliance performance, and customer complaint lead time
Participate in internal and external audits as required, ensuring full documentation readiness and compliance
Establish Regional Customer Service objectives and strategies based on Global Operations priorities, and lead regional Order to Cash projects while contributing to global initiatives
Manage regional operational costs and customer service budget to ensure financial discipline and efficiency
Develop organizational capability within the Regional Customer Service team, supporting career progression and succession planning
Qualification
Required
Bachelor's degree or higher in Supply Chain Management or Business Administration
10+ years of experience in Customer Service or Supply Chain within a business‑to‑business environment
At least 5 years of direct people management experience
5–10+ years of sub‑regional or regional management experience
Strong knowledge of Supply Chain Management and the end‑to‑end Order to Cash process
Advanced proficiency in Microsoft Office tools
Working knowledge of SAP
Basic financial literacy and experience working with operational budgets
Fluent business English communication skills
Strong interpersonal and communication skills across all levels of the organization
Highly collaborative mindset and effective team player
Strong cross‑cultural awareness and ability to foster an inclusive work environment
Proven ability to lead change and deliver measurable results
Preferred
SAP functional training or certifications related to O2C or Customer Service
Advanced proficiency and formal training in Microsoft Office applications (Word, Excel, PowerPoint)
Training or knowledge of Incoterms and payment terms
Benefits
Medical
Dental
Vision
401k
Vacation
Holidays
Paid parental leave (maternity and paternity)
Annual bonus plan
Company
IFF
At IFF, we make joy through science, creativity and heart.
10001+ employees
H1B Sponsorship
IFF has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (29)
2024 (23)
2023 (8)
2022 (4)
2021 (26)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
J. Erik Fyrwald
Chief Executive Officer
Michael Deveau
Executive Vice President & Chief Financial Officer
Recent News
2026-01-23
Corridor Business Journal
2025-12-31
Company data provided by crunchbase