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Work Arrangement: Hybrid Department: GSC, Manufacturing Services Contract Type: Permanent Reporting to: Customer Service & Export Operations Supervisor

Customer Service & Export Operations Associate

The Customer Service & Export Operations Associate provides reliable execution support for factory-side customer service and outbound/export operations covering finished goods (FG), semi-finished goods (SFG), NTM, samples, spare parts, machinery, and tax stamps. This role ensures accurate Order-to-Cash (O2C) transactions, timely preparation of shipment documentation, and seamless coordination with Markets to support compliant and on-time product deliveries. Working closely with Planning, Warehouse, Quality, Finance, Customs Brokers, and Logistics partners, the role plays a key part in achieving On Time In Full (OTIF) delivery while ensuring adherence to PEZA, BOC, NTA, BIR, and JTI compliance requirements in a highly regulated manufacturing environment.

As a Customer Service & Export Operations Associate, you will:

• Process customer and market orders, ensuring accuracy of order details, pricing, delivery requirements, and SAP transactions.

• Manage Order-to-Cash (O2C) activities, including order entry, updates, confirmations, and related customer service support.

• Prepare and validate export and shipment documentation, ensuring completeness and compliance with regulatory requirements.

• Coordinate with Planning, Warehouse, Quality, Finance, Customs Brokers, and Logistics partners to ensure shipment readiness and delivery execution.

• Monitor and support outbound shipment activities to achieve On Time In Full (OTIF) performance targets.

• Maintain accurate records, shipment tracking, operational reports, and data integrity within SAP and related systems.

• Support issue resolution by proactively identifying, escalating, and coordinating actions on operational, documentation, or service risks.

• Ensure compliance with PEZA, BOC, NTA, BIR, and other applicable trade, customs, and internal control requirements.

• Participate in process improvement initiatives to enhance customer service, operational efficiency, and compliance performance.

Requirements:

• Bachelor's degree in Business Administration, Supply Chain, Logistics, Customs Administration, or a related field.

• 1-3 years of experience in customer service, order management, export/import operations, logistics, or supply chain functions.

• Experience in FMCG, manufacturing, export-oriented industries, or regulated environments is an advantage.

• Exposure to export documentation, trade compliance, customs processes, and logistics coordination is preferred.

• Working knowledge of SAP (ECC/S4HANA), ERP systems, and MS Excel.

• Familiarity with O2C processes, shipment documentation, and inventory movement transactions.

• Strong communication and stakeholder management skills with the ability to coordinate across multiple teams.

• High attention to detail, customer-service mindset, and ability to manage multiple priorities in a fast-paced environment.

• Strong problem-solving skills, sense of ownership, and commitment to compliance and operational excellence.

What to Expect?

• At JTI, you'll be at the center of customer service, export operations, and logistics execution, ensuring products move efficiently and compliantly across local and international markets. You'll work closely with cross-functional teams and external partners, gaining valuable exposure to end-to-end supply chain operations within a global FMCG manufacturing environment.

• This role offers an excellent opportunity to build expertise in SAP, Order-to-Cash processes, export compliance, and international logistics while contributing directly to service excellence, OTIF performance, and continuous improvement initiatives.

Are you ready to join us? Build your success story at JTI. Apply now! Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.