Customer Service Executive / Senior Customer Service Executive
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
We are seeking a proactive and customer-centric Customer Service Executive / Senior Customer Service Executive (commensurate with experience) to join our team. Reporting to the Customer Service Manager, you will play a critical role in delivering exceptional service, managing end-to-end order processes, and acting as a key bridge between our customers and internal stakeholders.
This is an excellent opportunity for candidates who thrive in a fast-paced environment and enjoy solving complex operational and customer challenges.
Key Responsibilities:
- Serve as the primary point of contact for customers, ensuring timely and professional handling of all inquiries
- Manage end-to-end order processing, including review of purchase orders, call-offs, and accurate creation of sales orders in SAP
- Provide customers with technical documentation (e.g., specifications, MSDS, certificates) promptly and accurately
- Coordinate customer onboarding and registration, including SAP setup and supplier qualification questionnaires (OFI setup)
- Act as a key liaison between customers and internal teams (sales, logistics, operations) to ensure seamless order fulfilment
- Communicate shipment schedules, vessel details, and delivery updates to customers
- Handle and resolve customer complaints effectively, ensuring high levels of satisfaction and continuous improvement
- Process and manage Special Request Forms (SRFs) and contract documentation
- Maintain accurate and well-organised records of contracts, orders, and customer documentation
- Identify opportunities to improve processes, service quality, and operational efficiency
- Bachelor’s degree in Business or a related discipline
- 3–5 years’ experience in customer service, order management, or supply chain operations
- Candidates with extensive experience may be considered for Senior level
- Proven experience working in a fast-paced, B2B environment
- Strong proficiency in SAP (highly preferred) and Microsoft Excel
- Familiarity with CRM systems and order-to-cash processes
- Excellent communication, stakeholder management, and problem-solving skills
- Ability to prioritise, multitask, and manage deadlines effectively
- A customer-first mindset, with professionalism and composure in challenging situations
Interested applicants are encouraged to submit a complete application, including an updated CV, to be considered.