Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.
Want to help us make a difference?
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.
Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.
The Role:
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Compensation:
What You’ll Do:
1. Supervise Customer Service Representatives’ service level towards internal and external customers
2. Build strong partnerships with internal and external stakeholders
3. Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
4. Participate in internal/external audit as needed
5. Coach and train direct report lines
6. Participate in creation and maintenance of process documents and SOPs for CS functions
7. As needed, manage or supervise customer orders including domestic, export and consignment orders: Order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any
8. As needed, Process or supervise a credit note or a debit note related to a sales order or customer complaint
9. Process or supervise customer complaints and service cases management, and participate in Order to Cash complaint investigation at country or sub-regional level
10. Work directly with Logistics staff to ensure customer requirements are executed
11. Other Order Fulfillment and Site Leadership tasks and responsibilities as required
What You’ll Need:
Education:
12. Bachelor’s degree in Supply Chain or Business Administration, or another related discipline
Experience:
13. Minimum of 5 years experience in customer service or Supply Chain B2B; OR minimum 3 years’ experience customer service AND 2 years’ management experience
Supervisory Responsibility (if applicable)
14. 8-12 direct reports
Work Environment
15. This role spends approximately 50% of the time in an office environment and 50% of the time in the home office (hybrid schedule.)
Position Type/Expected Hours of Work
16. This is a full-time position. Days and flexible hours of work are required to meet customer needs
Business Travel:
17. Occasional domestic travel will be required; occasional international travel may be required
AAP/EEO Statement
Other Duties
If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!
Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences.
Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.
As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach.
To find out more about our products, values and sustainable development ambitions visit us at and at