Customer Service Executive (F&B), Indonesia

Symrise AG; Jakarta Pusat; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

Symrise AG in Jakarta, Indonesia, is seeking a Customer Service Executive to ensure a seamless order experience from entry to dispatch. You will manage inquiries, update customers on order status, and coordinate with cross-functional teams to meet customer expectations.

The ideal candidate brings a Diploma in Business Management or equivalent, 3–5 years in customer service, strong communication, and proven SAP and Excel skills. Fluency in English and Indonesian is required.

Qualifications

• Diploma in Business Management or equivalent.
• 3–5 years of experience in customer service.
• Proficient in English and Indonesian.
• Mandated experience in SAP and MS Excel.

Responsibilities

• Process orders accurately and efficiently.
• Be the primary contact for customers on order status.
• Respond promptly to inquiries by phone and email.
• Enter and validate orders for accuracy and completeness.
• Coordinate with cross-functional teams to ensure timely production and dispatch.
• Track orders and communicate status to customers as needed.
• Support complaint investigations and returns/ recalls when required.
• Coordinate goods returns or product recalls as necessary.

Skills

Customer service

Order processing

Communication

Cross-functional coordination

Education

Diploma in Business Management or equivalent

Tools

SAP

Microsoft Excel

MS Office

Job description

Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food.

Its sales of € 4.9 billion in the 2025 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America.

Symrise works with its clients to develop new ideas and market-ready concepts for products that form an integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.

Symrise - always inspiring more …

Customer Service Executive (F&B), Indonesia

As a Customer Service Executive, you will play a pivotal role in delivering seamless order experience for our customers from accurate order processing to proactive communication at every step. You will serve as the trusted point of contact for customers, managing enquiries, order status updates and change requests with professionalism and care. Working closely with cross-functional teams, you will help ensure orders are produced and dispatched in line with customer expectations while also supporting complaint investigations and coordinating returns or recalls when needed. This is an opportunity to be at heart of the customer experience, combining strong coordination skills with a genuine commitment to service excellence.

The Position:

• Manage and process orders efficiently and accurately
• Serve as the primary point of contact for customers regarding order status, inquiries and management
• Respond promptly to customer phone calls and address customer queries professionally
• Perform order entry and validate orders to ensure accuracy and completeness
• Coordinate with cross functional departments to ensure timely production and dispatch of goods in line with customer wish dates
• Manage order tracking activities including sending order confirmation, keeping customers informed of order status and promptly responding to any changes in order instructions
• Handle customer complaints into Q-Notification and assist the Complaint Team by providing complaint samples, storage condition details and end-application information to support investigations.
• Coordinate goods returns or product recalls as necessary.

The Ideal Candidate:

• Diploma in Business Management or equivalent
• Minimum 3-5 years of experience in Customer Service
• Good interpersonal and communication skills both spoken and written
• A proactive self-starter who is comfortable driving tasks forward independently and identifying what needs to be done
• Proficiency in Microsoft Office including Excel with mandatory experience in SAP
• Proficiency in English and Indonesia Bahasa