Regional Customer Service Manager

Job Summary

Are you passionate about innovation that transforms everyday products into extraordinary experiences?

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.

The role is tied to our Rochester, NY location. Be part of a creative, agile team where together we can achieve greatness and make a real impact. Your potential is our inspiration.

• 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.

• 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.

• 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.

• Training opportunities
• Learning and development programs
• Our benefits package includes medical, dental, vision, 401k, vacation, holidays, paid parental leave (maternity and paternity), and an annual bonus plan.

Salary Ranges: $111904– $139880

We value the diverse mosaic of ethnicity, national origin, race, age, sex, veteran status, religion, gender identity & expression, sexual orientation, and disability. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work.

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