Manager, Regional Customer Quality

Job Summary
Defines and lead the Customer Quality Scent strategy for the Scent divisions, including fine fragrances / ingredients / consumer fragrances customers. This key role represents the voice of the customer, in quality and product safety, during the commercialization process to assure first time right, improve time to market, advocate for an excellent performance, reduce financial risk and enabling optimum business growth. This role is primary customer representative, with accountability to ensure that customer requirements are negotiated, possible challenged where necessary, and met by IFF and maintain the status of expert within the area of influence.
Customer Quality translates quality demands from customers into procedures, processes and data that are vital to rest of the IFF organization to deliver on these expectations.
Customer Quality follows trends and signals new development and ensures IFF is prepared to continue to comply with market and customer expectations regarding quality, product safety, by engaging with Senior Management in Quality, Operations, IC&D and Sales.
Customer Quality services customers with a response to any Quality, product safety, question, where it is through a questionnaire, specification, statement, report or any other means.
Customer Quality also services the customer by providing regular information to allow IFF facilities to become/stay approved by them and supports the customers with special projects of updating / improvements, like digitalization/automation.
Responsibilities
- Engage in conversation with Customers, Sales, Operations and other stakeholders to find compromises with regarding customer requirements and expectations that are in line with company policies, are feasible and accepted. Escalate when requirements are outside of company policies.
- Project management timeline commitment with customers
- Corrective actions definitions, specification setting, priority setting
- Based on complaints, issues, disruptions or risk assessment activities, it is expected to identify improvement opportunities and initiate actions/projects to capture these improvements for the benefit of IFF and the IFF's performance or risk mitigation towards the customer.
- To partner with the different stakeholders in IFF (e.g. regulatory affairs / innovation creation & development / Account Directors..)
- Represent IFF in face of the customer
Job Requirements
- BS in Science (chemical), Technology, Engineering, or other relevant discipline (preferably: academic level)
- Familiarity with supplier quality assurance programs and approaches to comply with Customer needs and expectations
- In a relationship-based business like ours, it is imperative that the person cultivates effective relationships with the Customer and cross functional.
- The ability to win credibility and influence these relationships up and down the organization is critical for success.
- Fluency in English
- Excellent written and verbal communication skills.
Preferred Experience
- Experience working in a Good Manufacturing practice environment
- Experience in conducting root cause analysis and investigations
- Strong technical writing experience
- Ability to work independently to manage work progression and time.
- Shows initiative beyond the scope of a project/task.
- Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure
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.
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