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This position is responsible for providing a superior level of support by answering inquiries regarding technical product information to ensure a smooth and positive experience. As part of this role, you will work with the Business Unit and Global Quality organization and regulatory teams to ensure that the information needed by our customers exists and will manage data needs as necessary to fill gaps. You will have responsibility for ensuring that all information requests are completed according to defined service levels. The scope of the job is global, supporting one or more product lines, and serving all market segments.
Responsibilities include (but are not limited to) the following:
- Manage all customer document requests and queries including technical document requests for internal and external purposes based on information available in central data and document repositories and according to defined response policies.
- Provide first line support for the related request process and document content. Escalate to Subject Matter Experts where appropriate.
- Ensure policies & procedures are developed, maintained and implemented for the effective delivery of responsibilities, including regular training of team members and other stakeholders.
- Develop and communicate metrics to measure and manage performance to the satisfaction of the business and customers and identify improvement needs with corrective action plans where applicable.
- Adequately drive continuous improvement in process and systems to keep up with growing demands.
- Follow trends regarding customer demands and expectations and identify the need for the expansion of available documents and information as well as automation of templates.
- Manage new requirements and information demands that do not align with standard responses, by escalating to the internal stakeholders.
- Support documentation project by providing requirements and performing testing in various data platforms.
- Contribute to the team performance by documenting and improving processes.
- Other team activities that may arise
Skills and Attributes
- Adaptability: Ability to adapt to changing environments and evolving job requirements.
- Work Ethic: A strong commitment to fulfilling job responsibilities and meeting deadlines.
- Integrity: Always displaying honesty and ethical behavior.
- Initiative: Taking proactive steps to improve processes and contribute to organizational goals.
- Technical Skills: Proficiency in required software, tools, and technologies specific to the job role.
- Communication Skills: Strong verbal and written communication skills.
- Problem-Solving Skills: Ability to analyze situations and provide feasible solutions.
- Team Collaboration: Demonstrated ability to work effectively within a team setting
- Ability to draw information from various sources and work with cross functional teams.
- Perform responsibilities with a positive attitude and an ability to work with a minimal level of guidance and supervision.
Job Requirements
- Bachelor's degree required in science or related fields, or similar level through experience.
- Minimum of 2 years' quality or regulatory experience is a plus.
- Hybrid schedule, with two days working in the office per week
- Working Environment - standard office environment with sit/stand desk, as well as will adjust office environment ergonomics to meet employees needs
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
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International Flavors and Fragrances
Jul 01, 2025