Kemin Industries (Asia) Pte Ltd

Customer Service Executive

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Job Description

Job Description:

Overall Function: This role is a hybrid between Customer Service and Indoor Sales Support where you will be the central link between the customer, our sales team, and also our regional support team to ensure customers’ requirements are met in the most efficient and cost effective way. The role acts as the voice of the customer within Kemin Food Technologies APAC as you manage the sales order process from receipt of purchase order till payment is collected.
Major Responsibilities:
• Frequent communication with internal stakeholders – sales, customer service from other regions / business unit, technical, customer laboratory services, quality assurance, regulatory, production and management team to ensure orders are delivered on time and issues are resolved with sense of urgency
• Resolve request for order changes, issues and handle customer inquiries
• Proactively coordinate with sales team on forecasts, quotations, contracts and communicate with planning teams on customer requirements
• Proactively liaise between Customer Service team from different region / business units to achieve 90% on time delivery for customer requests
• Prepare Debit, Credit notes and process product returns
• Monitor the accounts receivable and inventory level by following up with customers and sales team to ensure on-time payment and fast turnover of inventory
• Update and maintain accurate records on customer orders, complaints, inventory, customer records
• Properly identify the right communication method based on the sense of urgency and issue (face to face, phone, online chat, text messages, email)
• Know how to diffuse a difficult situation and get resolution with the customer
• Responsible for consistently achieving Kemin Food Technologies business scorecards
• Support the Sales Director on continuous improvement projects or ad-hoc projects
Skills & Competencies Required:
• Minimum 5 years working experience in a global organization that ships products to customers across the world
• Proficient on incoterms, payment terms and HS code and preparation of shipping documents and checking of Letter of Credit for all countries in Asia Pacific
• Familiar with Microsoft Office, M3
• Passionate in delivering a superior customer experience and able to manage stress in a fast-paced environment
• Pro-active and action oriented with strong problem-solving ability


Job Summary

Entry level Diploma, Advanced/Higher/Graduate Diploma
Kemin Industries (Asia) Pte Ltd


Kemin Industries, Inc. was founded in 1961 by R.W. Nelson. It is a privately held corporation which manufactures specialty products for a wide variety of nutritional applications. The company is headquartered in Des Moines, Iowa (USA). Kemin Industries Asia Pte Limited is part of a global Kemin organisation. In 1988, the Kemin organisation was one of the first companies to actually manufacture specialty ingredients for animal feeds in Asia. Kemin Asia's local presence in each market has always been an enormous source of strength and flexibility. In 1992 a new plant was built in Singapore to satisfy the continuously growing demand for Kemin products across the Asian continent.

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