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Temporary Import/Export Customer Service Agent

Location: 

Pasir Gudang, MY, 81700

At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world’s leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product. We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate. We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future. We are headquartered in Zurich, and have more than 12,000 passionate Employees working in more than 40 countries worldwide. We are very proud of who we are and what we do. And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond!

About the role

  • Responsible for managing all order related activities of our B2B business including order entry, order status, product availability, coordinating order fulfillment, booking/transport management,  shipping document and complaint resolution. This position shall serve as the single point of contact for our customers and will interface regularly with our customers, sales team, and supply chain organization. The candidate must have a willingness to work through difficult situations and circumstances while keeping and portraying a professional disposition at all times.

Key responsibilities include

  • Receiving order/PO, entry into system and  update customer order regularly
  • Review outstanding contract with customers regularly  to ensure customer contract fulfill on time (including past due contact, process cancel or charge carrying cost)
  • Assist in customer enquiry and issues within specific agreed time line
  • Provide accurate and timely communication on order matters, including written correspondence, telephone and electronic exchange to all customers (internal & external)
  • Partner with planning and logistic departments on production scheduling, stock readiness (incl labelling if any), cargo allocation, delivery confirmation, transport booking, shipping documents, to meet customer requirements accurately and in a timely manner.
  • Booking of vessel space and expedite in the vessel booking confirmation, monitor empty container collected on time for the warehouse to load the goods
  • Booking and managing local pick-up according to vessel schedules
  • Manage all shipping documentations, and submissions on time including to customer for clearance purpose
  • Manage information on shipping instruction to meet customer requirements (include LC if any)
  • Partner with QA on quality status, early release status, pre-shipment sample arrangement (including  support during audit if necessary)
  • Manage and monitor customer complaints, coordination investigation on customer inquiry related to quality and service issues resulting in the appropriate resolution and corrective actions
  • Collaborate with R&D on the sample request from customer including new product development process
  • Partner with finance on the monitoring credit block/release,  credit/debit note and month end closing coordination
  • Takes responsibility for errors and initiates actions to prevent recurrence
  • Act as SPOC for BC customers, reporting and weekly meetings and updates
  • Establishment and maintenance of productive working relationships with customers and all internal departments
  • Ensure all order executions are managed within the Standard Operating Procedures and Guidelines of Barry Callebaut
  • Participate and support any initiative within the company in the interest of flow process, transformation and improvement as and when required
  • Ensure adherence of OTIF processes in timely manner for order fulfillment performance review

About you

  • Diploma/University degree, preferable from SC/Logistics, business administration, management or relevant fields
  • Fluent  in English
  • Preferably experience in customer service or/and shipping
  • Min 3 years in an order management role with manufacturing industry experience
  • Min 3 years relevant working experience knowledge in shipping and logistic mode of transportations/incoterm, export and trade documentation and letter of credit (LC)
  • Min 1 year of SAP experience
  • Proficiency in Excel, PowerPoint & other AI tools

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

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Job Segment: Logistics, Fulfillment, Supply Chain, QA, Operations, Quality, Customer Service

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