About this role
Job title: Sales Service Representative
About the Role Join IFF as a Sales Service Representative to receive and process customer orders, inquiries, and/or complaints. You will maintain ongoing relationships with select customers and sales staff, acting as a key communications link and using knowledge of products, availability, and sales territories to support service and outcomes. This onsite role in Qingpu, Shanghai requires analytical thinking, sound judgment, and strong product and process knowledge.
What You'll Do
- Support Sales in achieving targets by removing execution barriers across sampling, ordering, delivery, and after-sales stages.
- Act as a sales enabler for customers, ensuring inquiries, samples, and orders move quickly and accurately through internal systems.
- Manage sample coordination to support sales conversion, including collecting clear customer application requirements.
- Coordinate closely with Principal sales and technical teams to ensure timely sample preparation and availability.
- Follow up on customer trials with Sales to drive conversion from sampling to commercial orders.
- Support order execution to secure revenue realization through accurate order entry, confirmation, and close coordination with distributor customer service and logistics teams to ensure on-time delivery.
- Proactively monitor and follow up on at-risk orders, and support Sales in resolving customer issues by handling first-level delivery or documentation problems and escalating quality or technical issues promptly with clear facts.
- Maintain proactive customer communication and structured records of samples, orders, issues, and resolutions to protect customer trust, enable repeat business, and improve sales pipeline visibility.
What We’re Looking For
- Bachelor’s degree or above in a relevant discipline.
- Strong written communication skills in English and Chinese.
- Strong verbal communication and stakeholder coordination skills.
- Solid proficiency in Excel and strong understanding of system logic.
- Ability to work accurately with data and operational details.
- Strong analytical skills with the ability to identify issues and patterns.
- Good quantitative skills to support decision-making and reporting.
Nice to Have
- Strong job knowledge with solid problem-solving ability, a results-driven mindset.