Customer Care Specialist (Animal Nutrition)

Company Description

Welcome to Panavora.

Panavora is one of the two standalone entities created from dsm-firmenich Animal Nutrition & Health, as part of the divestment to CVC Capital.

At Panavora, we believe that solving the future of food starts with extraordinary people. As the global demand for sustainable and affordable nutrition continues to grow, we're leading the transformation of animal health and nutrition through a unique combination of scientific expertise, data-driven services, and digital innovation.

Joining Panavora means becoming part of a purpose-driven organization that empowers customers across the entire food value chain to make smarter decisions, improve transparency, and create more sustainable outcomes. If you're motivated by innovation, collaboration, and the opportunity to create global impact, we'd love to have you on our team.

Job Description

The Customer Care Specialist acts as the primary contact point for assigned customers, ensuring efficient and professional handling of customer orders, enquiries, and delivery coordination. The role is responsible for managing the end-to-end Order-to-Cash (OTC) process, coordinating with internal stakeholders and external partners to ensure timely order processing, shipment, and delivery while maintaining high customer satisfaction.

Your Key Responsibilities:

Customer Service & Order Management

• Act as the primary contact point for assigned countries, districts, or customers, ensuring clear, timely, and professional communication.
• Manage and execute customer service activities in accordance with agreed service levels, standard operating procedures (SOPs), and compliance requirements.
• Handle customer enquiries, order placement, and order management, including directing and coordinating orders with production or supply sources.
• Coordinate and confirm supply chain arrangements for import shipments and deliveries, ensuring timely execution.
• Apply Just-In-Time (JIT) principles to optimize delivery timelines and inventory flow.
• Monitor and manage the end-to-end Order-to-Cash (OTC) process, ensuring orders are processed accurately and efficiently.
• Coordinate customer deliveries across multiple channels, including third-party shipments, trading flows, and intercompany transactions within RDC and GDC
• Work closely with sales teams, logistics, supply chain, and other internal departments to ensure seamless order fulfilment.
• Proactively update customers on order status, shipment schedules, and potential delays.
• Maintain accurate order documentation, system updates, and reporting in SAP or relevant ERP systems.
• Support continuous improvement initiatives to enhance customer service processes and operational efficiency.

Forecasting & Planning

• Support forecasting and ensure communication with sales team and procurement on sales, revenue, demand, and market trends) across Indonesia
• Partner with commercial, procurement, production and supply chain teams to ensure accurate and aligned forecasting assumptions.
• Analyze historical performance, market dynamics, and key drivers to identify risks and opportunities in forecasts.
• Implement and continuously improve forecasting methodologies, tools, and processes to enhance accuracy and efficiency.
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• Monitor forecast vs. actual performance, providing variance analysis and actionable insights to ID team
• Support strategic planning cycles & Demand Review at country and represent country at regional demand review and planning meeting
• Drive accountability across teams to ensure forecast discipline, data integrity, and timely updates.

We offer:

• Unique career paths across animal, nutrition and health - explore what drives you and get the support to make it happen.
• A chance to impact millions of consumers every day – sustainability embedded in all we do.
• A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next.
• Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership.
• A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on.
• A community where your voice matters – it is essential to serve our customers well.

You Bring:

• Diploma or Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or a related field.
• Minimum 4-5 years of experience in customer service, order management, or supply chain coordination.
• Experience working with SAP or similar ERP systems is preferred.
• Proficiency in Microsoft Office applications.
• Experience with data analytics or reporting tools (e.g., Power BI) will be an added advantage.
• Basic understanding of the end-to-end Order-to-Cash (OTC) process.
• Proactive mindset with the ability to work independently as well as collaboratively within a team.
• Strong communication and coordination skills, with the ability to manage multiple stakeholders.
• Good problem-solving skills and the ability to work effectively in a fast-paced environment.

Qualifications

Additional Information