Customer Service Executive

Job Specification

Job Title: Customer Service Executive, Singapore

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 into the Customer Service Manager, this incumbent is responsible for managing customer interactions, addressing inquiries between customers and internal stakeholders, resolving complaints, contracts management, and creating sales orders.

Position Responsibilities:

1. Sending Technical specifications, MSDS, certificates, related documents to customers
2. Co-ordination for customers’ questionnaire (for customer to set up OFI as supplier)
3. Customer set up registration into SAP system
4. Managing/checking purchase orders and/or call offs from customers
5. Creation of sales orders in SAP system
6. Complaint management and administration
7. Main contact point between customer and internal stakeholders for orders inquiry
8. Send vessel details to customers
9. Handle Special Request Form (SRF) management
10. Filing of contracts, SRF, raise Contracts

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

1. Minimum Degree in Business-related discipline
2. Familiarity with our industry is an added advantage
3. Understanding how CRM systems work
4. Excellent communication and problem-solving skills
5. Multi-tasking abilities
6. Patience when handling tough cases
7. Proficient in MS Excel
8. Hands-on SAP experience is advantageous
9. Experience in a similar role is preferred