Location: Hong Kong (on-site)
Package: Competitive with benefits
Position Type: Permanent / full time

Customer Service Representative

About us:

We are one of the world’s leading manufacturers of collagen products for the food industry. We supply high quality edible films and coatings​ to over 1,000 customers in more than 100 countries, delivering our purpose of ‘Creating the Added Layer of Value’.

Primarily used by customers in the production of a wide variety of sausage and meat products, our aspirations reach way beyond our current products and services, and appeal to our natural curiosity to improve what we do.

As a global organisation, we currently employ around 2,000 people spanning the Americas, UK/EMEA and Asia-Pacific regions.  We offer careers in research and development, science and food technology, manufacturing and supply chain operations, engineering, sales, and a range of other business support functions.  We are always seeking talented people to join the amazing colleagues we have, to keep growing our business.

Our mission is to sustainably utilise technology and biomaterial science-based solutions, to delight our customers.  We are a business committed to the pursuit of better. The constant pursuit of what’s next, what’s needed, what’s possible now, and in the future.  Do you want to be part of our journey?

About the role

Working as a Customer Service Representative for Devro, you will be dedicated to building and maintaining valuable relationships within our Korean and SEA markets.  Our customers are important to us, and it is vital you can appreciate and take responsibility for creating, building and maintaining relationships, as well as instilling product confidence.

It is paramount in this role to be customer focussed, have an understanding, empathetic and calm approach, along with excellent stakeholder management skills to resolve queries and achieve positive outcomes.

Responsibilities

• Serving customers by providing accurate responses to customer requests in a timely and efficient manner
• Tracking and maintaining customer correspondence and logging key account information and customer data accordingly
• Upholding customer confidentiality, especially regarding financial matters and identity
• Processing customer refunds, shipments, and account adjustments as required
• Assisting with collating and analysing customer data to generate customer service reports as requested by management
• Contributing to team effort by accomplishing related tasks as needed
• Managing overall customer satisfaction and ensuring that customer needs and problems are properly communicated to the responsible Devro party, as well as ensuring customers are given appropriate feedback regarding a resolution
• Attending sales seminars, sales meetings or any developmental courses to remain upskilled on the latest developments, trends and regulations in the marketplace accordingly
• Managing any other general customer service duties and queries as required

About you

• Previous experience within a sales/customer service role is essential as you must be able to respond to customer queries confidently, promptly and enthusiastically
• Fluent in both English and Korean, with excellent written and verbal communication skills is essential
• You will have exemplary interpersonal and relationship building skills
• You will have an analytical mindset, be creative and proactive in problem-solving. In addition, you must be highly organised, detail oriented with outstanding prioritisation skills
• Knowledge of manufacturing processes, production planning and logistics management would be beneficial
• Previous exposure to CRM systems and practices is desirable
• Extensive experience with logging, resolving customer queries and working to achieve deadlines is essential
• Experience in working as part of a customer service team and building trusting relationships with colleagues is essential
• You must be proficient in Microsoft Office and company phone systems

What next?

If this sounds like a role that you would be interested in, then we would love to hear from you.  To apply, please email a copy of your CV, along with a cover letter explaining the key attributes that you could bring to the role.

Email address for applications: recruitment@Saria-foodpharma.com

Closing Date:  11/01/2025

*Please note, closing dates are subject to change and, at time of high volume of applications, this may be brought forward.

Other important information:

We believe it takes diversity of thought, culture, background, and perspective to create a truly innovative company.  So if you share our values, purpose and drive for growth and sustainability, then we want to hear from you.  If you require any adjustments to be able to pursue an application with us, please let our Recruitment team know.

Information Security is paramount at Devro, so your application and any personal data you share with us will be processed and stored in line with our Candidate Privacy Notice which you can view here https://www.devro.com/careers.