Job Description

About the role;

The Customer Service Specialist is the primary point of contact for our B2B customers, ensuring a seamless and positive experience throughout every interaction. This role is responsible for managing the complete order-to-delivery processes with the respective order trends, proactively addressing customer needs, maintain a professional communication ethics and collaborating across internal and external teams to deliver on commitments. By combining operational excellence with a customer-first mindset, the specialist enables trust, reliability, and satisfaction in every transaction.

Key Responsibilities include;

Customer Interaction & Relationship Management

• Serve as the Single Point of Contact (SPOC) for customers, ensuring clear, timely, and professional communication managing the import flows, Global Corporate Accounts (GCA), Global Distribution Center (GDC) and other order trends as and when required by the business.
• Build strong relationships by anticipating customer needs and providing proactive updates on orders and shipments.

Order Lifecycle Management
• Receive and process customer orders/POs accurately in the system and maintain regular updates (Sales Order Creation) on timely manner.
• Monitor outstanding contracts and forecasts, ensuring timely fulfillment and managing contract roll-overs or cancellations as needed.
• Ensure adherence to OTIF (On-Time-In-Full) standards and maintain accurate reason codes in SAP for performance tracking.

Operational Coordination
• Partner with Planning and Logistics teams to align production schedules, stock readiness, labeling, and cargo allocation.
• Submit timely booking requests to logistics providers and coordinate with warehouses for smooth loading and dispatch.
• Manage shipping instructions, including Letter of Credit assessments, to meet customer requirements.

Quality & Compliance

• Collaborate with QA for quality status, positive release, and pre-shipment sample arrangements.
• Support audits and ensure compliance with Barry Callebaut’s SOPs and guidelines.

Issue Resolution & Continuous Improvement

• Complaint management - handle customer inquiries and complaints promptly (within agreed timelines) and coordinate with the related stakeholders.
• Take ownership of errors and initiate preventive measures to avoid recurrence.

Cross-Functional Collaboration

• Work closely with Sales, Finance, R&D, and Supply Chain teams to ensure seamless execution and support new inquiries.
• Monitor credit blocks/releases (upon Sales Order Creation in SAP) and assist with credit/debit note issuance and month-end closing activities.

Additional Responsibilities

• Support order execution across other clusters/ business areas within the AMEA region when required.

Scope

• Deliver a customer-first experience by managing all touchpoints with professionalism and responsiveness.
• Ensure seamless execution of orders, communications, shipments, and complaint resolution while adhering to company SOPs and compliance standards.
• Act as a trusted partner to customers and internal teams, enabling transparency and reliability.
• Managing and coordinating customer deliveries across multiple channels, including third-party, trading flows, local and export customers, and inter-company transactions within Asia and global markets.

About you;

• Preferably experience in customer service or/and shipping
• Min 3 years Customer Service, Order Management, or Supply Chain roles (preferably in B2B or FMCG industries).
• Experience in international trade flows and logistics coordination is necessary.
• Knowledge of Incoterms, Letter of Credit, and export documentation is desirable.
• Familiarity with quality assurance processes and complaint handling in system.
• Proficiency in SAP or ERP systems for order management.
• Knowledge in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) & other AI tools are essential