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Customer Service Representative
2 weeks ago
About the role
The incumbent will provide customer service and order management support activities as well as logistics service support for key accounts and distributors in Asia Pacific.
To apply for this role, you should be an experienced professional who has an international perspective in communicating with different nationalities in Asia Pacific as well as the headquarters in Germany.
The role requires initiative to gather information and to a certain extent problem solving with coordination and support from the relevant parties in order to attend to the requests raised by our customers and partners.
What you'll be doing
- Respond to customer inquiries and requests via phone or email in a timely and professional manner
- Provide sales administrative services and support primarily in order & delivery process
- Detect and resolve potential problems arising in the sales order to delivery process and in customer service. This will require decision making, at times under pressure, requiring alliance to one or more parties.
- Prepare quotations, check on stock availability, and shipping schedule within established guidelines
- Prepare contract, monitor contract realization and track order progress
- Check credit within established limitations and confirm orders
- Support preparation of export documentations for submission to customers and/or bank
- Maintain accurate records and documentation of customer's file and interactions to ensure latest commercial information on hand
- Follow up on customer payment status
- Be the first contact point for complaints and claims handling process
- Identify and escalate complex issues to the appropriate team members for resolution
- Alert appropriate staff on potential problems and coordinates with Sales Manager
- Collaborate with cross-functional teams to ensure seamless customer experiences
- Support order management process for trading business unit
What we're looking for
- Prior work experience in commodity or trading experience and order fulfilment experience
- Ability to handle import and export trade, inclusive letter of credit
- Ability to work under pressure
- Good administrative and organisational skills, including prioritisation and self-management.
- Good command of Microsoft Office applications especially in Excel and Outlook
- Good interpersonal skills and communicate effectively with all stakeholders, notably business partners, customers, German back office.
- Good working knowledge of ERP system
- Good written and spoken English. Knowledge of Asian languages is an advantage
- Initiative for problem solving
- Motivated team player with pleasant personality, positive working attitude and determination to learn, achieve and excel
- Cultural awareness and sensitivity is required at all times
- Diploma/Degree in Customer Service, Food Technology, Logistics or Supply Chain
- Min 5 years of working experience in customer service, preferably in food ingredients / manufacturing or freight logistics sector
What we offer
We are dedicated to providing our employees with a rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits, including:
- Comprehensive health and wellness programs
- Opportunities for career development and advancement
- Flexible work arrangements to support work-life balance
- Collaborative and supportive team environment
