Customer Service Representative

About Us

Tate & Lyle is on a journey of change inspired by our purpose of Transforming Lives through the Science of Food. Today we are a global leader in sweetening texture and fortification products that remove calories and add fiber. Our innovations help create healthier tastier food and drink for billions of consumers. Across the world we are unlocking the curiosity and courage in our team members to foster a truly experimental culture and create a tech-enabled more agile risk-ready operation. Join us to play your part in growing our business and its positive impact on communities society and the planet.

Role Purpose

The purpose of this role is to process orders from our customers based in SEA and complete direct orders from our customers in SEA region as well as other activities carried out in a safe and efficient manner while being the back-up Customer Service function for SEA region.

• Responsible for the process from orders receipt till the order is fully and on time delivered at the customer:

- Check that orders are in line with the sales contract/quotation

- Create price condition if needed

- Release the contract if needed

- Send order confirmation to the customer

- Follow up the shipment status and informing a customer in case of delay or changes of delivery dates

• Follow up allocations

• Agree with customers on delivery dates hours and place and work with supply chain offices to meet the customer requirements within T&L rules

• Follow first delivery care procedure if applicable

• Close cooperation with any other teams related to the operations: Sales Account Managers Supply Chain Logistics Product Managers Billing and Credit Control department etc.

• Regular update of sales order text notes and CMIR (if applicable)

• processes customers complaints/claims according to T&L procedures cooperate with different departments of the company to manage customers complaints

• Follow up a billing tracker and a dispute report and take necessary actions to solve open issues ASAP

• Complete/ update regularly customer specific list with all details needed (contact special requirements etc.)

• Share all relevant technical quality transport etc. documents/certificates

• Keep active and permanent contact with customers - on phone in written

• Follow T&L health & safety procedures attend safety and all other compulsory trainings

• Assists and substitutes his/her colleagues as a backup according to internal rules

• Mentor/ give direction to new team members and provide a training on best practices

• Act as a GEA Champion if assigned to a GEA customer

• Improve and develop daily operations/strategies/procedures

• Facilitate / participate or take a lead in problem solving initiatives or escalate them to appropriate stakeholders or channels

• Analyse and manage complex information

• Make necessary decisions with confidence

• Prepare and present various reports and take part at meetings and conf calls upon the request

• Be the gatekeeper for TMEA Allocation order process (based on Regional Sales Director instructions)

• Assist management in ensuring performance goals are met

• Prepare / update work instructions; process documentation when needed

• Any other adhoc customer service-related duties as delegated by CSC Manager

• Meet customers and extend courtesy strengthen relationships when the possibility of meeting them in person in trade shows or in their premises with the collaboration with Sales and Technical.

About You

• Proficiency in Microsoft Office (Word Outlook PowerPoint Excel).

• High degree of competency in Excel.

• Competency in SAP.

• Matric (Grade 12)/certification in supply chain Logistics or related

• 3-5 years experience in similar roles

What Youll Get
As business operating in 50 countries worldwide we offer a global rewards package to all employees alongside a range of country-specific benefits.

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