Customer Service Representative

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. Robertet fosters an environment of support and collaboration, and this is what makes this company truly special. We live by our core values of Passion, Excellence, Daring, and Caring. Our mission is all about sparking emotions, embracing sustainability, and futuring Naturals.

As a Robertet employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. Employees are encouraged to make a difference in their local communities with a chance to participate in a paid volunteer day, supporting initiatives that drive change.

We are Beautifully Different! We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds.

About Robertet Group

Robertet S.A. was founded in 1850 in Grasse and is the world leader in natural products. Based in France and mainly family-owned since its creation, Robertet Group is controlled by the Maubert family. Robertet is the only perfume, flavor, and natural ingredient company that is fully integrated throughout the entire creation process, from the source to the final perfume or flavor.

Today, Robertet Group is represented in more than 50 countries, has approximately 2,400 employees worldwide, and offers its customers a range of more than 1,700 natural materials and tailor-made products created in one of its 15 global creation centers.

Our Purpose

For Robertet, Nature is a craft deeply rooted in excellence. In the passion for the ingredient. It's the seed of a family spirit, carefully passed down from one generation to the next. A seed that has grown sustainably to offer tailored customer support.

• Summary
  • As a Customer Service Representative of Robertet Flavors, Inc., it is of the utmost importance that our customers are confident we are professionals who are well-trained to efficiently process their requests. This role is comprised of an outgoing, organized, friendly individual who will interact directly with clients and sales professionals alike. This critical position is responsible for providing timely, accurate and effective proactive communication to the internal Robertet team as well as externally to customers.
  • Essential Duties & Responsibilities
    • Process, manage, communicate and take ownership of key customers through the order fulfillment cycle while maintaining or exceeding the utmost level of customer satisfaction.
    • Responsible for the entire order life cycle (from order booking/modification to escalation and delivery completion) to ensure orders are shipped based on agreed deadline.
    • Works closely with Logistics Department to achieve customer satisfaction, maintaining accurate records of all internal and external interaction in our database system. This includes initiating freight rate quotes as well as obtaining tracking information.
    • Accesses multiple computer systems to enter and retrieve information for order processing.
    • Reviews daily reports to address any issues with orders.
    • Participates in customer portal order retrieval and invoicing.
    • Processes co-shipment and pre-shipment samples.
    • Maintains customer forecast and floor stock agreements.
    • Ensures orders are booked within 24 hours of receipt and order confirmations are provided to customers within 48 hours of booking.
    • Provides prompt response to pricing, inventory availability and shipment tracking inquires.
    • Researches and assists in resolution of pricing discrepancies, complaints, returns, credits and freight claims.
    • Processes customer complaints within the customer complaint database.
    • May involve troubleshooting and resolution of customer issues among complex and key accounts.
    • Ensures proactive and professional communications daily, encompassing our entire supply chain to discuss details involved with raw materials, order quantities, manufacturing and ship dates, special instructions, handling exceptions or obstacles relative to meeting our customers' requirements.
    • Acts as a liaison for account managers, customers, and internal departments to coordinate ship dates, quantities, special instructions, credit requests, product returns, short paid/late invoices and adjustments but not limited to.
    • Attends and prepares for daily production meetings.
    • Participates in year-end file maintenance.
    • Successfully works within a team environment and provides primary back-up assistance when needed.
    • Provides account activity reports to management as required using Oracle and/or BI
    • Participates in the training process for new employees.
    • Commitment to Robertet and SQF Quality Standards and continuous improvement of the quality management systems.
  • Position Requirements
    • Required:
      • 5 years customer service and training…