Customer Service Representative

Customer Service Representative (Hybrid)

Arxada is a global leader in innovative solutions that protect our world. Our groundbreaking technologies, in-depth regulatory know-how, manufacturing and process development help our customers to safeguard nutrition, health and infrastructure efficiently through chemistry and biotechnology that enhance sustainability. We offer a broad portfolio of ingredients and services for multiple end-markets that include Human Health & Nutrition, Home & Personal Care, Professional Hygiene, Paints & Coatings and Wood Protection.

With customers in more than 100 countries, the company achieved sales of CHF 2 billion in 2024. Headquartered in Basel (Switzerland), Arxada employs 3,200 associates across 24 production sites and 14 R&D centers, all committed to our customers’ success.

Arxada is looking for a Customer Service Representative to join our team at the Arxada Ladkrabang Office, Bangkok. This position interact with customers on a daily basis, resolving issues, order processing and supporting sales team to answer questions about products or services. The qualified candidate for this position will also be required to manage incoming calls and customer service inquiries and identify and assessing customer needs to achieve satisfaction.

To support the sales team to reach sales objectives

• Close monitoring of open orders
• Assisting customers with billing and payment issues
• Managing customers mainly in SEA, and other countries base on business growth
• Interacting with customers by phone/email on products/services enquiries
• Resolving customer concerns and complaints
• Process and follow through samples request
• To update and generate reports
• Follow up on overdue payments in conjunction with finance

Flawless Order Process

• End-to-end order processing; from receiving enquiry to product delivery to customer ports
• Coordinate to WH and planning for stock readiness and prompt escalation for any risk delay.
• Generate customer orders, relevant sales information into system
• Coordinate with 3PL to prepare shipping schedules and document
• Ensure delivery of the right products/price to customers
• Coordinating with 3PL warehouse for delivery

To ensure customer satisfaction

• To ensure on-time delivery
• Providing feedback to management regarding customer satisfaction and responsiveness to customer needs
• Involvement with affiliates for order status when required
• Build sustainable relationships and trust with customer through open and interactive communication
• Handle customer complaints, provide appropriate resolution within the time limit; follow up to ensure closure
• E-file correspondence with customers and other documentations in SharePoint and SAP.
• Follow communication procedures, guidelines and policies
• Take extra mile to ensure task completion.
• Follow and support company Health, Safety and environmental rules
• Take other relevant assignment

Requirements

• Bachelor's degree in Business Administration, Logistics Management, or a related field.
• Minimum of 5-10 years of customer service or customer support experience in the chemical, food, or Home & Personal Care industry.
• Business fluency in English, both written and spoken.Familiarity with CRM systems and customer service best practices, as well as experience with SAP.
• Strong customer-oriented mindset with the ability to adapt and respond effectively to different customer personalities.
• Excellent phone communication, customer contact handling, and active listening skills.Strong ability to multitask, prioritize responsibilities, and manage time effectively. 

Arxada has world class offering in two distinct areas:  

Microbial Control Solutions (MCS) focuses on threats posed by microorganisms to people and planet through five distinct business lines including Professional Hygiene, Home & Personal Care, Wood Protection, Paints & Coatings and Material Protection. 

Nutrition, Care & Environmental (NCE), meanwhile, provides materials used to manufacture composites for electronics, aerospace and other markets, as well as vitamins and nutritional ingredients, chemicals and performance intermediates, and raw materials for a wide range of high-performance applications. Arxada is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

TH02