Customer Service Officer

Join the Magic

Our Mission

At Puratos, we create innovative food solutions for the health and well-being of people everywhere. As the global leader in bakery, patisserie and chocolate ingredients, we help our customers to be successful with their business, by turning technologies and experiences from food cultures around the world into new opportunities.

We are more than 10.000 employees in over 70 countries and a consolidated turnover of 3 billion euros. Our passion for innovation, a pioneering spirit and the unique Puratos culture drive our solid growth and vision for the future This, along with our commitment to our local communities, is what makes working at Puratos so magical.

To strengthen our team in Puratos Philippines, we are looking for:

Customer Service Officer

Your Mission

To be the dedicated central point of contact for assigned customers with the goal of supplying a first-class customer experience. Helping our customers become more successful with their business by delivering Customer Excellence. Building Trust, Team Spirit, and a great customer relationship. Managing customer expectations and company capabilities. Continuously improving our service with our customers and making their lives easier. Demonstrating responsibility and accountability within the organization.

What you will do

Order processing / Generic Tasks

• Getting and processing of daily orders for a specified and diverse account portfolio across all three Business Units of Bakery, Patisserie, and Chocolate
• Working alongside the Operations Team (Logistics, QA, and Warehouse) to ensure orders are processed and delivered according to any Customer Needs and keep customers up to date with order processed by E-mail or phone
• Daily reporting and account management including raising and processing credit ,Checking back order reports, managing VL10 reporting and following up on any items on QA hold and order stock hold that will effect OTIF, printing invoices, reviewing out of stock reports with the supply chain team, managing on a rotational basis the daily workload of Inbox, credits, picking ticket generation, general running of the customer services area, maintenance of 5S principles in the office, responding to the front door visitors and ensure compliance to the visitors signing in principles, maintenance of price lists and maintenance of price changes in accordance with price change process
• Where appropriate and with suitable training offer customers additional products and services when they call to place orders. Manage general telephone queries and direct to relevant people taking messages where appropriate

Customer retention/ Organic growth

• Collecting of customer data via phone/e-mail to capture customer contact details to help populate CRM through the sales Managers and Marketing
• Managing all customer queries outside of order processing including management of customer complaints, ensuring new leads are passed to relevant sales managers and sharing potential new leads if appropriate
• Be the SPOC between internal departments and the customers for all relevant communications. Examples: product information, new product launches, promotional material, questionnaires, etc.

Drive Sales / Leads generation

• Updating relevant sales personnel on any new enquires and leads if phoned or emailed inbound
• Where appropriate and suitable trained/briefed perform outward bound calls using a script for specific items, focus products or promotional activity as specified and approved from the sales managers to ensure maximum customer interest
• Where appropriate up sell items through pallet optimization to gain additional sales according to predetermined KPIs set by the manager
• Take an active role in learning about Puratos products through both Puratos university as well as in house training via SuccessFactor L&D

Sample Request, Sales Returns and Bill-back

• Receive, validate, and process sample requests from customers and the Sales team.
• Coordinate with Warehouse, Logistics, and Supply Chain teams to ensure timely preparation and delivery of samples.
• Review and validate customer return requests in accordance with company policies.
• Monitor returned products and ensure proper disposition, replacement, or credit processing.
• Process customer bill back claims related to promotions, pricing discrepancies, rebates, damaged goods, and other approved customer agreements.
• Coordinate with Finance and Sales teams to ensure accurate claim validation and settlement.

Digitalization

• Actively leverage digital tools and AI solutions to enhance productivity, automate processes, improve decision-making, and support continuous innovation in the workplace.

What we expect from you

• Education experience
  • Preferred - 4 Years / Bachelor’s Degree

• Work experience
  • Minimum –
    • 3+ years of prior Customer Service experience preferred
    • 2+ years’ experience working knowledge of SAP required, preferably in Order Management (Sales and Distribution module) and Transportation.
    • Knowledgeable in Digital Tools such as Power BI, CRM and Webshop

• Prior Knowledge/ Experience

• Leads the collaborative relationship with the Customers, Sales, Operations, R&D, Marketing, Finance/IT, Supply Chain, Human Resources and Quality
• Adhere to all HR and food safety policies, specifically when in the production plants.
• Digital Literaty
• Languages: English required and Tagalog
• ICT: Proficient in Microsoft Office tools including MS Outlook, MS Word, MS Excel, and MS PowerPoint

What you can expect from Puratos

• You will join a stable family business that has become an international market leader. You will be welcomed in a dynamic work environment where passion for innovation, team spirit and continuous improvement are part of our main priorities. You can expect to have a fascinating and varied job in an atmosphere with open communication, where personal development is strongly encouraged through ownership, coaching and training

We are a warm family company with a historical growth track record and a clear long-term vision for the future. We promote a caring, trustful, and respecting work environment by putting people first.

We at Puratos cultivate an inclusive global workplace, that fully embraces diversity and equal

opportunities for all. We strive to reflect the richness of our customers, communities, and society, accelerating our ability to innovate and deliver on our commitments.

About us

The secrets behind Puratos’ global success and consistent growth are taste and quality. We would like to welcome you within our enthusiastic, committed and passionate team of more than 10.000 employees. We are an international player and, what is more, a Belgian family business. Our people make the difference every single day. How? By developing, producing and distributing a unique and high-quality range of ingredients for bakers, pastry-chefs and chocolatiers, since 1919.

More than a century later, our products and services are available in 100+ countries around the world. Our passion for innovation, closeness to our customers, and their customers, as well as our core values form the basis of our passion to improve.

This is what makes working at Puratos so magical!

Shall we meet soon?