Customer Service Support Executive

4 days ago

Bangkok, Bangkok, Thailand Symrise Ltd. Full time

Symrise is a global supplier of fragrances, flavourings, cosmetic active ingredients and functional ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, the pharmaceutical industry and producers of nutritional supplements and pet food. Its sales of approximately € 5.0 billion in the 2024 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented in more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America. Symrise works with its clients to develop new ideas and market-ready concepts for products that form an indispensable part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.

Symrise – always inspiring more…

As a Customer Service Support Executive, you will play a critical role in managing end-to-end order fulfillment and ensuring seamless customer experience. Your responsibilities include validating and processing customer orders, tracking order status and serving as a key point of contact for order-related communication. Additionally, you will coordinate with Finance for pricing updates and issuance of debit/credit notes. This role will also assist in coordinating import documentation and reporting in compliance with Excise Tax requirements.

  • Support Customer Service in order fulfillment and processing activities
  • Perform order entry and validate incoming orders for accuracy and completeness
  • Track orders and provide proactive updates to customers including sending order confirmation and notifying them of any changes or delays
  • Serve as a key point of contact for customers regarding order management, ensuring timely and accurate communication
  • Respond promptly to customer inquiries via phone and email, providing effective solutions and assistance.
  • Log customer complaints into the Q-Notification system and support the Complaint Team by gathering necessary information such as complaint samples, storage conditions and end application details to facilitate effective investigation
  • Coordinate goods return or product recall processes when necessary
  • Extract and summarize Purchase Order/Sales Order reports for pricing reviews and adjustments.
  • Support ongoing Excise Tax requirements by coordinating with the Excise Tax Department and managing import documentation and reports for timely submission.

  • Coordinate with the Finance Team on the issuance of debit and credit notes.

  • Diploma/Degree in any discipline with at least 3 years' experience in Sales Support and/or Customer Service, specifically in order fulfillment.

  • Responsible, proactive and committed with strong interpersonal skills
  • Demonstrates customer-oriented mindset with a collaborative, team player attitude to drive positive outcome
  • High attention to detail and strong organizational skills
  • Strong analytical skills, precision and reliability.
  • Demonstrates good learning agility and ability to work independently with minimal supervision
  • Proficient in Microsoft Excel (e.g. VLOOKUP)
  • Working knowledge of SAP, particularly in order processing, will be an added advantage
  • Fluent in English (both written and spoken)
  • Strong interpersonal, communication and problem-solving skills

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