Customer Service Officer

Customer Service Officer

As a Customer Service Officer, you will join the Global Operations—Customer Service team to support our APAC customers. This support includes end-to-end order management (order entry, checking on shipment, product allocation, and complaint management).

We're recruiting an experienced Customer Service Officer, reporting to the Customer Service and Logistics Manager located in Singapore. You will be part of the APAC Customer Service team, and together, you will partner with your stakeholders to deliver exceptional customer service. This is a varied role for an experienced professional who can manage end-to-end order processes and possesses excellent communication skills.

Supported by our 160-year history of ingredient innovation, we partner with customers to provide consumers with healthier and tastier choices when they eat and drink. We are proud that millions of people around the world consume products containing our ingredients every day. Through our expertise in sweetening, fortification, and texture, we develop ingredient solutions which reduce sugar, calories, and fat, add fiber and protein, and provide texture and stability in categories including beverages, dairy, bakery, snacks, soups, sauces, and dressings. We have more than 3,300 employees working in around 58 locations in 39 countries, serving customers across 121 countries. Science, Solutions, Society is our brand promise and how we will achieve our purpose of Transforming Lives Through the Science of Food. By living our purpose, we believe we can successfully grow our business and have a positive impact on society. We live our purpose in three ways, by supporting healthy living, building thriving communities, and caring for our planet.

Tate & Lyle is listed on the London Stock Exchange under the symbol TATE.L. American Depositary Receipts trade under TATYY. In the year to 31 March 2024, Tate & Lyle revenue from continuing operations totaled £1.65 billion.

What You'll Be Doing

• Process order entries, ensure that these entries are accurate and issue timely invoices, and actively correspond with customers on delivery/service status in APAC.
• Prepare shipment documents, and liaise with forwarders to ensure delivery of outgoing shipments is timely
• Liaise with internal departments as and when urgent orders are required and provide post-delivery support to overseas customers to ensure maximum customer satisfaction.
• Handle sales inquiries by coordinating pricing and product issues with the country sales managers and responding to customers' inquiries
• Coordinate the complete process with the appropriate Supply Chain, Production & Finance departments Pro-active contact with customers / Forecast follow-up for current quarter activities / Set-up and follow-up of improvement actions defined during meetings
• Manage claims, returns, and refusals from the customers appropriately. Follow through with the investigation and closure of complaints.
• Ensure logistics operational procedures are observed and complied with
• Review work processes for continuous improvement
• May assist in other areas or perform duties as required

EHS

• Perform, maintain and improve the EHS standards and requirements as set by the Company. Participate in the company's EHS program, including training, audit, etc., arranged by the company.

Location

This role is assigned to our APAC head office located in Biopolis, Singapore (Buona Vista / Commonwealth station)

What You'll Have

• Diploma / Degree in any discipline
• Minimum 5 years' experience in food ingredients, chemicals or the B2B industry.
• Excellent verbal and written communication skills.
• Experience with SAP – CS module.
• Team player
• Ability to follow through and work under tight deadlines.
• Tenacity to work on complex projects and manage multiple stakeholders.

What We Can Offer

• Base salary + Performance Bonus
• Medical & Hospital Insurance coverage
• Flexible benefits
• LinkedIn Learning
• Hybrid working arrangement.
• Membership to Employee Resource Groups (Professional Women's Network, LGBTQ+, Black Employee Network, Veterans', Mental Health)
• Mental health and well-being support via Mental Health First Aiders & Employee Assistance Program
• Local volunteering opportunities (where applicable)

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.