Customer Service Representative (English & Arabic) - Cairo

About the role

IFF is looking for a Customer Service Representative fluent in English and Arabic to join its Cairo team. The role manages customer orders and ensures smooth coordination between customers and internal stakeholders, in a fast-paced international environment. It covers domestic, export and consignment orders and aims to meet on-time performance targets.

Key responsibilities

• Manage customer orders (domestic, export and consignment) in line with SOX requirements
• Enter orders, confirm them, issue invoices and follow up until delivery
• Ensure on-time performance targets are met and record reasons for delays accurately
• Handle customer complaints and escalations, and respond to inquiries within agreed service levels
• Coordinate daily logistics and monitor deliveries with 3PL and 4PL providers
• Manage disputes such as credit notes, debit notes and returns, with proper approvals and system updates
• Maintain accurate records and ensure compliance with audit requirements including FSSC 22000, SOX and regulations
• Support customer service processes, systems and continuous improvement initiatives

Required profile

• Bachelor's degree in Business Administration, Supply Chain, Logistics, Commerce or a related field
• Previous experience in customer service, order management, supply chain or logistics
• Fluent Arabic and English, with strong written and verbal communication
• Strong customer orientation, problem solving and ability to handle multiple priorities
• Ability to work with cross-functional and multicultural teams

Required skills

• Proficiency in Microsoft Office and ERP systems
• Nice to have: food ingredients, flavors, fragrances, chemicals or manufacturing industry experience
• Nice to have: knowledge of export documentation, SAP or similar ERP, order-to-cash processes and continuous improvement experience