Customer Service Supervisor - Food & Beverage

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 € 4.9 billion in the 2024 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.

Position Summary:

The Customer Service Supervisor independently supervises the day-to-day operations of the Customer Service department to ensure order fulfillment. Works with the Customer Service team and supply chain members (internal/external) to ensure on-time performance guidelines are met and business rules are aligned within those guidelines. Communicates transparently throughout the organization and as well as with customers. Develops Customer Service Representatives through training, coaching and mentoring.

Improves systems and processes to develop value-added functions in Customer Service.

• Coordinates the order fulfillment process. Works with customer service team and supply chain members (internal/external) to ensure on-time performance guidelines are met and business rules are aligned within those guidelines. Balance workload prioritization with Customer Service Manager among team members.
• Acts as primary contact for assigned accounts. This includes receipt and confirmation of customer orders which involves researching material availability, available price record confirmation and shipping method. Maintains master data in SAP. Provide recommendations for SAP changes where applicable to increase efficiencies. Manages and cross trains with customer portal activity.
• Provides personnel development through coaching and mentoring. Participates in identifying and hiring of potential candidates.
• Facilitates organization of customer complaint process. Ensures all customer complaints are entered and follow up is provided to the customer either formally or informally as required. Reduce number of customer complaints caused by Customer Service.
• Identifies solutions for challenges within supply chain process and partner with supply chain team. Aligns with business to ensure timely and accurate information and strategies are communicated appropriately throughout the organization. Assists in the development of processes and procedures to ensure smooth and transparent information flow.
• Communicates customer requirements to Finance, Sales, Sales Support, Marketing and the internal Supply Chain. Implements support systems and processes to meet these requirements.
• Works closely with Supply Chain to review order status, coordinate changes, obtain accurate information regarding shipments through production reports, SCM reports, allocation reports and batch delays. Information is utilized to provide routine updates to our customers regarding changes in supply. Provides order related documentation to our customers such as invoices, certificates of analysis and pro-forma invoices where required.
• Works with Finance to research necessary information to complete credits, debits and any special billing in a timely manner.
• Assists management in training of Customer Service Representatives through support with procedure documentation and customer profile development. Provide back up support to Customer Service Manager when needed.

Required Qualifications:

• High School Diploma / GED or equivalent education required. College degree preferred.
• 5+ years of experience in Customer Service within a manufacturing environment (not in a call center) required. Experience in the flavor industry strongly preferred.
• 2+ years of supervisory experience within Customer Service.
• Experience with order processing.
• Proficiency with MS Office (Word, Excel, PowerPoint, Outlook, Teams).
• Must…