Customer Success Coordinator- Middle East & Africa

Date: 28 Jul 2025

Country: India

Function: Sales

Sub-Function: Sales Logistics Support&Customer Service

About Us

We are a global leader in food & beverage ingredients. Pioneers at heart, we operate at the forefront of consumer trends to provide food & beverage manufacturers with products and ingredients that will delight their consumers. Making a positive impact on people and planet is all part of the delight. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply. Supplying products and ingredients at scale is just the start. We add value through our unique, complementary portfolio of natural, delicious and nutritious products. With our fresh thinking, we help our customers unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts and spices so they can create naturally good food & beverage products that meet consumer expectations. And whoever we’re with, whatever we’re doing, we always make it real.

Product Information

Dairy

Packed with natural goodness, fewer food groups bring more joy to people’s lives. It’s there in a cup of tea, slice of cheese, or spoonful of cream. Whether it’s a specific beverage blend or an exacting protein isolate or concentrate, we can help deliver the tastes, textures and nutrition people love.

Purpose of the Role

We are looking for a dedicated **Customer Success Coordinator** to support exceptional service delivery across our operations in the Middle East and Africa. This role acts as a key liaison between our customers, production facility in Malaysia, internal logistics team, and sales team in Dubai to ensure a seamless and positive customer experience.

Key Responsibilities

Customer Service & Relationship Management

Serve as the primary point of contact for customers across the Middle East and Africa.
Proactively communicate order status, delivery updates, and address any potential issues.
Build and maintain strong, trust-based relationships with customers through consistent and professional communication.
Respond to customer inquiries and concerns in a timely and solution-oriented manner.

Order Management & Coordination

Collaborate with the production team in Malaysia to ensure timely manufacturing and dispatch.
Monitor order progress and identify potential delays or challenges early.
Ensure all order documentation is accurate and meets regional compliance requirements.
Track internal logistics schedules and shipment progress.

Logistics Coordination

Monitor shipment timelines and update customers on delivery status using internal systems.
Work closely with the logistics team to resolve shipping-related issues.
Escalate delays or concerns to relevant internal stakeholders as needed.
Maintain a working knowledge of shipping documentation and logistics processes.

Sales Support

Partner with the Dubai-based sales team to ensure smooth order processing and customer handover.
Maintain accurate customer records and order histories.
Support payment follow-up and coordinate with the finance team.
Generate regular reports on order status, delivery performance, and customer satisfaction metrics.

Qualifications, Skills and Experience required

Bachelor’s degree in business administration, Customer Service, or a related field.
Minimum of 5 years’ experience in a customer service, coordination, or similar role.
Excellent communication skills in English (knowledge of additional regional languages is a plus).
Strong organizational skills and ability to manage multiple priorities.
Proficiency in ERP systems and Microsoft Office Suite, especially Excel.

Preferred Skills & Attributes

Experience in order tracking and logistics coordination.
Familiarity with Middle East and African markets.
Understanding of international shipping documentation and trade practices.
Strong problem-solving skills and attention to detail.
Cultural awareness and ability to collaborate with diverse teams.
Experience in payment follow-up and basic financial coordination.

ofi is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, nationality, disability, protected veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.

Applicants are requested to complete all required steps in the application process including providing a resume/CV in order to be considered for open roles.