Customer Service Representative (f/m/d)

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 Specialist – Cairo, Egypt

At IFF, we bring science and creativity together to create what matters. We are looking for a Customer Service Specialist to join our team in 6th of October City, Cairo, supporting our regional operations and ensuring an excellent customer experience.

What you’ll make a difference on

• Manage customer orders (domestic, export, and consignment) in full compliance with SOX policies: order entry, confirmation, invoicing, and follow-up until delivery, including documentation and issue resolution

• Ensure achievement of On-Time Performance (OTP) targets for your scope

• Maintain accurate and timely LOR (Late Order Report) entries for delayed orders

• Coordinate customer complaints and escalations with internal stakeholders, ensuring prompt communication and resolution

• Respond to customer inquiries in a timely and accurate manner

• Build strong relationships with both internal teams and external partners

• Ensure smooth logistics operations, including daily delivery follow-up with 3PL/4PL providers

• Support continuous improvement initiatives and contribute to order management process optimization

• Manage disputes (credit notes, debit notes, returns) and follow approval workflows in systems (e.g., PR1)

• Ensure full compliance with internal and external audit requirements (FSSC 22000, SOX, governmental regulations)

Why you are the right fit

• Bachelor’s degree (preferred in Business, Foreign Trade, or related fields)

• 2–3 years of experience in Customer Service or Supply Chain

• Good knowledge of domestic and international trade processes

• Proficiency in SAP and MS Office tools

• Strong communication and follow-up skills with internal and external stakeholders

• Fluency in business French and English.

• Ability to work in a cross-cultural environment

How you stand out

• Knowledge of Incoterms and international payment terms

• Familiarity with Letter of Credit (LC) processes

• Experience in compliance-driven environments

• Strong problem-solving mindset and customer-oriented approach

• Ability to manage multiple priorities with accuracy and attention to detail

Why join IFF

At IFF, you will join a global leader in taste, scent, and nutrition, where innovation meets purpose. From your first day, you will:

• Be part of a diverse and collaborative environment

• Work on international operations with exposure to global stakeholders

• Benefit from continuous learning opportunities (technical, compliance, and functional training)

• Contribute to a company committed to quality, safety, and sustainability

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