Senior Customer Service Representative, FFS

Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.

Reporting to Execution Manager and matrix to Head of Customer Service, this role is responsible for managing full spectrum of all customer service activities of LDC FFS business in APAC region, including managing the end-to-end order-to-delivery process, maintaining the order level master data, and ensuring effective communication with customers. This role needs to provide support on the Customer Service for various markets, mainly Australia, and other important markets (Thailand, Japan, New Zealand, etc).

We are looking for a highly organized and customer-focused Senior Customer Service Representative for our FFS Platform to support our food and health ingredients business. We seek for someone who has hands-on experience in order management, logistics coordination, and customer relationship management in an international B2B environment.

Main Responsibilities:

Order and Delivery Management:

• Handle the end-to-end order-to-delivery process, including order entry, confirmation, tracking, and invoicing
• Liaise and coordinate with logistics providers, warehouses, and production teams to ensure timely and accurate deliveries
• Monitor and resolve any shipping delays, documentation issues, and customers’ inquiries
• Handle the end-to-end warehouse replenishment
• Liaise and coordinate with production unit to ensure timely delivery of the goods, based on the customers’ orders and forecast, safety stock levels (per customer and/or product)
• Coordinate with Sales, Production, and Logistics teams to plan and adjust the delivery of the goods to avoid stocks’ shortages, reduce overstocks, and ensure customers’ orders availability

« Ship-to » Master Data Management:

• Maintain and update the specific data delivery in the system, ensuring accuracy of delivery details and preferences
• Manage individual requirements and order history records

Customer Communication and Support:

• Act as the key point of contact on any of the Customer Service’s orders, ensuring proactive and professional communication
• Address customers’ inquiries and provide order status updates, shipping details, and documentation support
• Record customers’ claims/complaints and provide feedback after identifying resolution
• Build and maintain strong relationships with customers, ensuring high standards and satisfaction levels

Process Improvement and Collaboration:

• Collaborate closely with Sales, Supply Chain, and Finance teams to optimize customer service processes
• Identify opportunities for automation to enhance customers’ experience
• Propose/Champion/Participate/Collaborate with colleagues in other Departments in business process improvement initiatives or regional projects to align/streamline processes in line with LDC’s Customer Service Principles

Experiences:

• At least 3-5 years of relevant working experiences in customer service, order management, or logistics in a B2B working environment
• Experience in export documentation, international shipping, and custom regulations  
• Experience in ensuring compliance with export regulations, custom procedures, and international trade requirements is a plus
• Knowledge on ERP systems (preferably SAP)
• Knowledge of Customer Service terms are mandatory
• Ability to work in a fast-paced environment and handle a huge volume of requests
• Ability to prioritize multiple tasks, meet deadlines and propose solutions
• Ability to work independently and commit OT when required

Other Soft-skills:

• Good business acumen and commercial awareness
• Possess customer-centric mindset with a focus on efficiency and service excellence
• Strong analytical skills with a keen eye for details
• Independent self-starter who takes initiative, and has a proactive attitude toward problems and issues
• Good communication and interpersonal skills
• Deliver high performance under tight deadline in a high-pressure environment 

Languages:

• English (Fluent)
• Mandarin (Fluent)
• Additional language in ASEAN is an added advantage

Academics:

• Degree in Business/Customer Service/Supply Chain/Logistics or related field of study

Additional Information for the job

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

Our Benefits

• Competitive salary and benefits​​​​​​
• Hybrid work available (not applicable to all roles)
• Pension contributions
• Access to Training and Development 
• Access to Concierge Partnerships

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.

LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us