Customer Service jobs in Singapore

Location: Boon Lay, Singapore
Working Arrangement: 5 days in office

About Us

As a leading provider of high-quality food and beverage ingredients, we work with farming communities across the globe to grow, source and produce ingredients that are good for consumers, farmers, and the world around us. We supply household food brands and manufacturers worldwide with cocoa, coffee, dairy, nuts and spices ingredients which are often grown on our own farms and estates and sourced from hundreds of thousands of farmers across ~50 countries. Along with our diverse manufacturing and innovation capabilities, this means we can provide ingredients for a range of products, from a plant-based latte mix to an almond based snack bar or a dairy-free ice cream. Making a positive impact on people and planet is a core component of our Purpose, to be the change for good food and a healthy future. 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. And whoever we’re with, whatever we’re doing, we always make it real.

Cocoa

We are a leading supplier of cocoa beans and cocoa ingredients, including cocoa powder, cocoa butter, and cocoa liquor, ranking among the top three processors worldwide. We are a cocoa supplier that provides great natural cocoa ingredients to customers all over the world, working with partners across the supply chain to create indulgent treats for consumers while helping to provide a positive future for cocoa. We work closely with our customers to inspire new concepts and solve for challenges they face in developing new cocoa products for their consumers, while delivering value to their business. Building on two decades of supporting farmers and cocoa-growing communities, around the world, we launched Cocoa Compass in October 2019, with the report published in 2024 winning Sustainability Report of the Year at the UK Green Business Awards! It sets challenging goals to tackle the key issues facing the cocoa supply chain by 2030, with interim milestones for action. We are proud to have already achieved, in 2020, 100% traceability and deforestation monitoring in our direct cocoa supply chain. We source from nine regions across Africa, South America and Asia and operate processing, milling, and refining facilities close to major consumption markets in Europe, the Americas, and Asia. Our cocoa brand portfolio includes deZaan, with over 100 years of excellence, Unicao, Joanes, Macao, Husyman, as well as Britannia specialty fats

The role is to govern and run supply chain operations across the APAC region. This includes areas of Planning, Warehousing, Logistics Ops and Customer Service. The incumbent will be part of APAC leadership team have to work with commercial, finance and manufacturing stakeholders to achieve the business targets. She/He should have a growth mindset and will to learn and deliver on the job.

Key responsibilities:

Manage Supply chain operations and team including Demand & supply, Logistics, customer service and Warehousing teams.

• Leading the S&OP teams of Singapore and Indonesia who will be developing the production plans and bean grind plans across both the sites
• Lead the forecasting activities along with S&OP team to predict rolling 12 months forecast using inhouse developed tool.
• Responsible to update the commercial meetings with Inventory and contract drags status and align on actions on control measures.
• Owner for the inventory of finished goods and beans for the APAC region. Report, inform, discuss and align on the actions to be taken to reduce the inventory across the APAC region.
• Lead monthly S&OP meetings to update the APAC leadership on the rolling 3 months production plan in accordance with the customer call‑offs/contracted volumes and forward‑looking forecast plan for remaining 9 months.
• Align with manufacturing, IEC(R&D) and commercial on the innovation SKU and trial runs.
• Responsible for liaising with other regions to secure the cocoa cake for the powder portfolio in the APAC region.
• Key KPI’s to be focused on the Days inventory in hand, Inventory ageing, forecast accuracy, and Target Bean grind plan meeting the manufacturing target.

• Manage the team of logistics operations in Singapore and Indonesia. Oversee logistics operations in terms of ocean freight bookings, shipment planning and haulier operations.
• Complete understanding of freight operations with required documentation to execute FTA’s, customer specific requests and customs/regulatory requirements.
• Manage and keep the logistics operations within the budget by adhering to the global freight tender and regionally aligned budgets.
• Manage and track supplier performance (logistics service providers) and develop BCP plan to deliver goods to customer on time in case of any issues. Lead the team in terms of maintaining the Marine/Road transport cost matrix with regular updates and share it with the commercial team to avoid the losses.
• Control air freights and focus on insurance claims caused due to operational issues by service providers.
• Mange warehouses internal and external across APAC region with regular monitoring on warehouse operations and services (Pest control, Inventory reconciliation etc).
• Key KPI’s to be focused warehouse utilization, supplier performance tracking (Container booking efficiency, shipment efficiency across the sites, Load efficiency).

• Responsible to manage the customer service operations with respective team in Singapore and Indonesia.
• Customer service operations include capturing of PO from customers to all the way completing the delivery order (as per the incoterms) to the customers.
• Manage customer service teams to chase the customers for call-offs and reduce the contract drags from customers.
• Managing the customer satisfaction and deliver OTIF of 95% for Top 30 customers across Singapore and Indonesia respectively.
• Leading the efforts to optimize and collaborate with key customers with accurate information on delivery schedules, changes in production schedules on OFI side and avoiding customer claims. (in case of claims from customers work along with commercial and finance team to settle those claims)
• Working along the internal quality, IEC and manufacturing to resolve any customer complaints.
• Key KPIs to be focussed on OTIF performance at customer level, Customer response time improvements and reduction in customer claims.

• Manage a supply chain organization of 50+ FTE’s spread across Singapore and Indonesia.
• Develop talents with clear pipeline of talents and make supply chain organization future ready.
• Supply chain processes are followed across the teams but needs to be laser focused on identifying and improving the S&OP processes and optimizing logistics processes.
• Need to be proactively working with global/regional teams, legal teams to understand on the global freight situation, tariffs and FTA regulations across the locations as applicable to the business.
• Usage of SAP ERP systems to record and perform all the transactions across the supply chain activities.
• Will be reporting to Global head of supply chain and will be having operational reporting to business head of APAC region.

Expectations:

• Bring in fresh energy and passion to the team with a growth and change mindset.
• Identifying process improvements and KPI improvements
• Align with global supply chain and regional business head on KRA’s required to improve KPI’s for the APAC region.
• Develop future proof organization with right talents, robust processes and globally aligned technologies.
• Provide timely and appropriate reports to business leadership which can be used to drive decisions.
• Analytical skills – to use advanced forecasting and interpreting the forecasting results
• Hands on functional experience in logistics and warehousing operations.
• Understanding about supply chain costs and its applicability.
• Hands on experience using SAP systems and other planning systems.
• Customer centricity – Hands on experience is order to cash operations
• Deep understanding of supply chain KPI’s and actions are oriented to continuously improve supply chain metrics.
• Knowledge of Supply Chain AI and implementing AI into supply chain operations
• Excellent communication skills and a collaborative spirit.

ofiis an equal opportunity employer and values diversity. All qualified applicants will receive consideration for employment without regard to racial or ethnic origin, color, age, religion or belief, sex, nationality, disability, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by applicable law.