Customer Service Executive - #1102990

Job Specification

Job Title:        Customer Service Executive / Senior Customer Service Executive

ofi, is a global leader in food & beverage ingredients. Pioneers at heart, we operate at the forefront of consumer trends to provide food & beverage manufacturers with products and ingredients that will delight their consumers. Making a positive impact on people and planet is all part of the delight. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply. Supplying products and ingredients at scale is just the start. We add value through our unique, complementary portfolio of natural, delicious, and nutritious products. With our fresh thinking, we help our customers unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts, and spices so they can create naturally good food & beverage products that meet consumer expectations. And whoever we’re with, whatever we’re doing, we always make it real.

This role will be part of our Cocoa business and we provide great natural cocoa ingredients to customers all over the world, working with partners across the supply chain to create indulgent treats for consumers and a positive future for cocoa. The portfolio of our cocoa company includes both legacy brands and newer faces; deZaan, Unicao, Joanes, Macao etc. All are market leaders that can meet our clients’ specific regional or global cocoa needs.

Position Summary 

Reporting to the Customer Service Manager, the incumbent will be responsible for managing customer interactions, coordinating between internal stakeholders and clients, resolving complaints, managing contracts, and processing sales orders. This role plays a key part in ensuring a high standard of service and operational efficiency.

Candidates with more extensive experience may be considered for a Senior Customer Service position.

Key Responsibilities:

• Provide customers with technical specifications, MSDS, certificates, and other relevant documentation

• Coordinate customer questionnaires for supplier registration (OFI setup)

• Facilitate customer registration in the SAP system

• Review and manage customer purchase orders and call-offs

• Create and maintain sales orders in SAP

• Handle customer complaints and ensure timely resolution

• Act as the primary liaison between customers and internal departments for order-related inquiries

• Share vessel and shipment details with customers

• Manage and process Special Request Forms (SRFs)

• Maintain accurate filing of contracts and SRFs, and initiate contract creation as needed

To be successful in the role, the incumbent should have the following qualities:

• Bachelor’s degree in a Business-related discipline

• Prior experience in a similar customer service or order management role is preferred

• Familiarity with the industry is an advantage

• Proficient in Microsoft Excel

• Working knowledge of SAP is highly desirable

• Understanding of CRM systems and their functionalities

• Strong communication and problem-solving skills

• Ability to multitask and manage time effectively

• Patience and professionalism in handling challenging situations