Shipment Booking and Customer Service Specialist (6 Months Maternity Covers)

About the role:

Responsible for managing order related to B2B business activities including order entry, order status tracking, product availability, order fulfillment coordination, shipment booking, transport management, shipping documentation and complaint resolutions. The role serves as the single point of contact for our customers ensuring smooth communication and fostering strong relationships between customers, sales team, and supply chain organization.

Key Responsibilities includes:

•    Oversee all aspects of order processing, from entry to fulfillment, ensuring timely and accurate handling of B2B customer orders.
•    Serve as the primary point of contact for customers (SPOC) regarding order status, product availability, shipment status and any issues or concerns.
•    Ensure accurate and timely communication, including written correspondence, telephone, and electronic exchanges, with both internal and external stakeholders. 
•    Manage orders throughout the entire lifecycle, from entry to invoicing, to guarantee customer satisfaction.
•    Collaborate with Planning, QA and Distribution teams to negotiate product availability, expedite shipments, and manage backorders effectively, foster and maintain positive working relationships with customers and all internal departments
•    Take ownership based allocated region and take proactive steps and communication to re-balance workload, drive best practice adoption, resolve issues and partnering to ensure exceptional service delivery
•    Review outstanding contract and forecast 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 other customer related issues within specific agreed timeline, investigation of customer complaints regarding services, billings, and issues resulting in the appropriate resolution and correction action for both the customer and Barry Callebaut
•    Booking of vessel space and expedite in the vessel booking confirmation, monitor empty container collected on time for the warehouse to load the goods
•    Manage information on shipping instruction to meet customer requirements (include LC if any)
•    Manage and monitor customer complaints, coordination investigation on customer inquiry related to quality and service issues resulting in the appropriate resolution and corrective actions /preventive action
•    Collaborate with R&D on the sample request from customer including new product development process
•    Partner with finance on the monitoring credit block/release, issuance of agent commission invoice, credit/debit note and month end closing coordination
•    Participate and support any initiative within the company in the interest of flow process, transformation and improvement as and when required
•    Ensure all order executions are managed within the Standard Operating Procedures and Guidelines of Barry Callebaut
•    Ensure adherence of OTIF processes in timely manner for order fulfillment performance review

About You:

•    Diploma/University degree, preferable from Supply Chain/Logistics, Business Administration, Management or relevant fields
•    Minimum of 5 years of experience in a Logistics & Customer Service role
•    At least 5 years of SAP experience preferred
•    Proficiency in Words, Excel, PowerPoint & other AI tools is an advantage
•    Fluent in English communication (Speak & Write)
•    Strong preference for experience in the manufacturing industry or B2B environment
•    Ability to troubleshoot and manage multiple priorities in a fast-paced setting
•    Influences and persuades others and builds consensus through give and take
•    Independent thinker with a collaborative spirit, dedicated to achieving collective goals
•    Exceptional customer focus and adept at building strong relationships
•    Solution-oriented mindset with keen attention to detail
•    Holds self and others accountable for results
•    Effective communicator capable of interfacing with various levels of management