Customer Service Representative I

Receive and process customer orders, inquiries, and/or complaints covering items or products ordered. Maintain an ongoing relationship with select customers and sales staff. Use knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Typically requires analysis, judgment, and sensitivity to customer needs, as well as demonstration of high-level product and process knowledge.

Customer Service Representative (English & French Fluent)

Location: Cairo, Egypt

Are you passionate about delivering exceptional customer experiences while working in a fast-paced international environment?

At IFF, we bring science and creativity together to create innovative solutions in Taste, Food Ingredients, Health & Biosciences, and Scent. We are looking for a Customer Service Representative fluent in English and French to join our Cairo team and play a critical role in providing outstanding service to our customers across the region.

You will join a dynamic, passionate, supportive, and engaged team committed to operational excellence and customer satisfaction.

Where You'll Make a Difference?

As a Customer Service Representative, you will be responsible for managing customer orders and ensuring seamless coordination between customers and internal stakeholders to deliver an exceptional customer experience.

Your key responsibilities will include:

• Manage customer orders including domestic, export, and consignment orders in compliance with SOX requirements.
• Perform order entry, order confirmation, invoice issuance, and order follow-up through to successful delivery.
• Ensure On-Time Performance (OTP) targets are achieved within the assigned area.
• Ensure timely and accurate entry of reasons for order delays and maintain proper documentation.
• Coordinate customer complaints and escalations with relevant stakeholders, ensuring effective communication and timely resolution.
• Respond to customer inquiries accurately and within established service levels.
• Build and maintain strong relationships with customers and internal business partners.
• Coordinate daily logistics activities and monitor deliveries with 3PL and 4PL providers.
• Support the implementation of customer service processes, systems, and best practices.
• Contribute to continuous improvement initiatives within order management and customer service operations.
• Manage disputes including credit notes, debit notes, and returns, ensuring proper approvals and system updates.
• Maintain accurate records and documentation related to customer service activities.
• Ensure full compliance with all internal and external audit requirements, including FSSC 22000, SOX, and applicable regulatory requirements.

What Makes You the Right Fit?

• Bachelor's degree in Business Administration, Supply Chain, Logistics, Commerce, or a related field.
• Previous experience in Customer Service, Order Management, Supply Chain, or Logistics.
• Fluent in both French and English, with strong written and verbal communication skills.
• Strong customer orientation and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational and coordination skills.
• Proficiency in Microsoft Office applications and ERP systems.
• Ability to work effectively with cross-functional and multicultural teams.

How Would You Stand Out?

• Experience within the food ingredients, flavors, fragrances, chemical, or manufacturing industry.
• Knowledge of export documentation and international logistics processes.
• Experience working with SAP or similar ERP platforms.
• Understanding of order-to-cash processes and compliance requirements.
• Experience supporting continuous improvement initiatives.

Why Choose Us?

Join a team that values collaboration, innovation, and customer excellence. At IFF, you'll have the opportunity to work with colleagues from diverse backgrounds, contribute to meaningful projects, and develop your career within a global organization recognized for shaping the future of food, health, and sensory experiences.

We are committed to creating an environment where our employees can grow, innovate, and make a real impact every day.

We are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.

Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more