Senior Customer Service Executive

Job Title: Senior Customer Service Executive - International

Location: Chennai, India

Department: Customer Service & Supply Chain

Reports to: Global Supply Chain Manager

About 1-2-Taste:

1-2-Taste is a leading digital platform for sourcing food ingredients, driving innovation and efficiency in the B2B food industry. We are looking for a dynamic and experienced Customer Service Manager to lead our order fulfillment and customer service operations, ensuring seamless communication between sales, supply chain, and customers.

Job Summary:

The Customer Service Manager will be responsible for overseeing the order fulfillment process, managing customer forecasts, coordinating logistics, and handling customer service inquiries and complaints. This role acts as the core communication point for sales and customers, ensuring timely and accurate order processing and delivery. The ideal candidate will have at least 5 years of experience in customer service roles within the food ingredients industry.

Key Responsibilities:Order Fulfillment & Coordination:

- Own and manage all customer orders from receipt to fulfillment.
- Enter orders into the system, issue purchase orders, confirm details, and track shipments.
- Act as the primary point of contact for sales regarding order status and updates.
- Recognize customer order patterns and initiate reorders at customer level by reaching out to customers.

Logistics & Freight Coordination:

- Coordinate shipments with K'hoek for all outbound deliveries.
- Ensure timely and cost-effective freight management.

Customer Relationship & Forecast Management:

- Manage customer forecasts for key accounts in cooperation with the Supply Chain (SC) team to set accurate inventory targets.
- Oversee the automated reorder process for small customers.
- Handle Request for Quotations (RFQs) and DIY management for small customers.
- Spot irregular order patterns: increasing fast or decreasing fast and contact customers to understand the background.

Customer Service & Complaint Resolution:

- Act as the first point of contact for customer logistics complaints.
- Investigate and coordinate with relevant departments to identify root causes and implement solutions.
- Communicate with suppliers to track issue resolution and ensure the implementation of preventive and corrective actions.
- Provide closure statements to customers upon issue resolution.

Documentation & Reporting:

- Manage and share necessary order-related documents with customers.
- Maintain accurate records of all customer interactions and issue resolutions.
- Generate reports on customer service performance and logistics operations.

Qualifications & Experience:

- Minimum of 5 years of experience in customer service or order fulfillment roles, preferably in the food ingredients industry.
- Strong understanding of supply chain processes and order management systems.
- Experience with ERP systems, CRM platforms, and logistics coordination.
- Excellent communication and problem-solving skills.
- Fluent in English.
- Ability to manage multiple tasks efficiently in a fast-paced environment.
- Strong analytical skills and attention to detail.
- Experience in customer complaint resolution and supplier coordination.

Preferred Skills:

- Knowledge of food safety regulations and industry compliance.
- Experience in working with B2B digital platforms.
- Strong stakeholder management skills across sales, logistics, and supply chain.

What We Offer:

- Competitive salary and benefits package.
- Opportunity to work in an innovative and growing digital B2B food marketplace.
- Collaborative and dynamic work environment.

---