Customer Services Supervisor (m/w/d)

About us

Symrise is a global supplier of fragrances and flavors, cosmetic active ingredients, as well as functional ingredients. Its customers include manufacturers of perfumes, cosmetics, food and beverages, the pharmaceutical industry, and producers of nutritional supplements and pet food.

With sales of around €5 billion in the 2024 fiscal year, the company ranks among the leading global suppliers. The Group, headquartered in Holzminden, Germany, operates in more than 100 locations across Europe, Africa and the Middle East, Asia, the United States, and Latin America.

Together with its customers, Symrise develops new ideas and market-ready concepts for products that are an essential part of everyday life. Economic success and corporate responsibility are inextricably linked.

Symrise – always inspiring more…

About the Role

The role is responsible for end‑to‑end customer order management and coordination, ensuring a high level of service from order receipt to final delivery. This position acts as a key interface between customers, sales, planning, production, logistics, and shipping, with full ownership of customer orders, shipments, and related issues.

The role requires strong organizational skills, customer focus, and the ability to manage multiple stakeholders while ensuring accurate order processing, timely deliveries, and continuous improvement of customer service processes.

Key Responsibilities

• Receive and process customer purchase orders, ensuring accuracy and completeness.
• Enter customer orders into SAP, maintaining correct configurations and up‑to‑date master data.
• Coordinate with the planning team to confirm and align estimated dispatch dates.
• Send order confirmations to customers, including accurate and timely dispatch information.
• Monitor and analyze customer forecasts, track updates, and assess forecast accuracy in collaboration with the sales team.
• Act as the main point of contact for customers regarding order status, dispatch dates, scheduling, shipping documentation, and inquiries.
• Prepare and manage export shipping documentation, obtain required attestations, and ensure compliance with customer‑specific requirements.
• Manage customer complaints in SAP, conduct investigations, and provide clear closure reports.
• Expand and maintain the freight forwarder network, evaluate offers, monitor service quality, review invoices, and coordinate with accounting.
• Ensure effective communication and alignment between sales, production, planning, and shipping teams to meet customer commitments.
• Take full end‑to‑end ownership of customer shipments and proactively resolve issues.
• Communicate proactively with customers, keeping them informed of any changes, delays, or risks.
• Identify root causes of recurring issues and drive continuous improvement in customer service and logistics processes.
• Participate in monthly follow‑up calls with the EAME Customer Service Director.
• Analyze On‑Time Delivery (OTD) performance based on first confirmations and identify improvement areas.
• Review pending deliveries and coordinate with sales to define realistic dispatch dates.
• Ensure full compliance with environmental, health, and safety (EHS) rules and guidelines.

About You

You are an experienced Customer Service professional with a strong background in order management, logistics coordination, and complaint handling within a B2B industrial or food ingredients environment. You bring a hands‑on, structured approach and are comfortable leading people, processes, and decisions in a fast‑paced, multinational context.

Education

• Bachelor’s degree in Business, Management, Logistics, Supply Chain, or a related field.
• University, college, or professional training background accepted.

Experience

• 5+ years of experience in Customer Service, Order Management, Logistics Operations, or Service Operations.
• Prior exposure to complaint handling, end‑to‑end order processing, and customer service workflows is required.
• Supervisory or team‑lead experience is strongly preferred, with the ability to support and guide less experienced team members.
• Experience in B2B environments is essential.
• Background in food ingredients or similar manufacturing industries is a strong advantage.
• Experience in FMCG or multinational companies is a plus.

Role Scope & Functional Knowledge

• Strong understanding of order‑to‑cash processes, including:
  • • Receiving and processing customer orders
    • SAP order entry and follow‑up
    • Order confirmation and full order lifecycle tracking
• Solid experience in logistics management, both local (Egypt) and export, including:
  • • Shipment coordination
    • Documentation preparation and customer communication
• Proven experience in complaint management, including registration in SAP, follow‑up, and closure.
• Good understanding of service workflows, quality standards, and customer expectations.

Leadership & Soft Skills

• Strong leadership capabilities, with the ability to supervise, coach, and develop team members.
• Ownership mindset, with clear accountability and decision‑making skills.
• Excellent communication skills, able to engage effectively with customers and internal stakeholders.
• Strong problem‑solving and analytical skills, with the ability to identify root causes and drive improvements.
• Ability to lead processes, not just execute them, and continuously improve ways of working.

Systems & Technical Skills

• SAP experience is required, particularly in customer service, order management, and complaint handling; experience in these areas is preferable.
• Excel skills (reporting, tracking, follow‑ups) are required.
• Comfortable working with systems, data, and structured processes.

Team & Environment

• You will be part of a Customer Service team composed of a Customer Service Head and four leaders, all reporting to the Customer Service Manager.
• The role includes supervising team members with less experience, ensuring consistency, quality, and service excellence.

Languages

• Fluent English is mandatory.
• Arabic is required.

Our Offer

At Symrise, you will have the opportunity to grow professionally and enjoy inspiring experiences that contribute to the well‑being of millions of people across more than 160 countries.

People are at the center of everything we do. This approach drives our above‑market growth and makes our company an exceptional place to develop your career.

Committed to Diversity, Equity and Inclusion

At Symrise, we value diversity in all its forms. We believe in equality, respect and inclusion as fundamental pillars of our culture. We welcome individuals of all backgrounds, genders, ages and beliefs, convinced that diversity fuels innovation.
If you want to be part of a team that celebrates collaboration and unique perspectives, we encourage you to apply.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Job Reference: EA03839