Customer Service Representative

Required Skills & Experience

• High school diploma required; associate or bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred
• 2+ years of customer service or order management experience in manufacturing
• Experience personally entering, tracking, updating, and managing customer orders
• ERP/order management system experience; SAP strongly preferred
• Basic understanding of supply chain, logistics, and shipping
• Experience working in a high-volume environment, ideally managing around 30-40 orders per day
• Intermediate Excel skills, including pivot tables, larger data sets/data dumps, graphs, and charts; proficiency with Outlook and Microsoft Office
• Strong written communication skills, as the role is approximately 90% email and 10% phone

Nice to Have Skills & Experience

• SAP experience
• Experience in the food ingredients, flavors, fragrances, chemicals, or consumer goods industries

Job Description

Insight Global is looking for a Customer Service Representative to support IFF’s Health & Bio Sciences team in Rochester, NY. This person will own assigned customer accounts and manage the full order lifecycle, from order entry in SAP through delivery and invoicing. They will monitor inventory and backorders, communicate order updates or delays, and work closely with Sales, Logistics, Planning, Manufacturing, Quality, and Finance to resolve issues and ensure orders are processed accurately and on time. The team is experiencing increased volume as new customers and products are onboarded, so this person will also assist with customer setup, system onboarding, and specific ordering and shipping requirements. This is a fast-paced, manufacturing-focused customer service and order management role, not a traditional call-center or retail position. Representatives may manage approximately 30 to 40 orders per day, with about 90% of customer communication occurring via email and 10% by phone. Success will be measured by order accuracy and responsiveness, with customer inquiries expected to be addressed within approximately 24 hours.