OMPANY OVERVIEW
At Marou, our mission is to connect the world with award- winning Vietnamese chocolate. We are a vertically- integrated chocolate company dedicated to crafting the finest artisanal chocolates using only the highest quality ingredients. With a commitment to exceptional taste, sustainability, creativity, and design, we aim to provide a unique and indulgent chocolate experience to our customers. Our products are distributed worldwide, and we pride ourselves on maintaining a high level of customer satisfaction.
ROLE PURPOSE
Acts as the operational interface between Marou and international customers, ensuring export orders are planned, confirmed, and delivered on time while maintaining strong service communication.
The role focuses on order coordination, customer alignment, and requirement management—especially for new and developing markets where design, compliance, and certification changes are frequent.
KEY RESPONSIBILITY
Order Coordination & Fulfillment
- Check FG stock availability and capacity with the Inventory Planner and FG Warehouse.
- Align and confirm shipment timelines (ETD/ETA) with internal teams and external partners.
- Follow up on order execution from picking to confirmed dispatch, ensuring OTIF delivery.
- Receive purchase orders and forecasts from international distributors and Sales Managers.
Customer & Distributor Communication
- Manage and communicate changes to customer requirements promptly to ensure operational readiness.
- Coordinate with internal stakeholders (Planning, QA, NPD, Design) to handle customer- specific requirements- e.g., packaging design, certification, labeling, and product specifications.
- Support alignment on new product introductions (NPD) and product transitions.
- Serve as the primary point of contact for the Sales team regarding order status, shipment timelines, and product readiness.
Issue Resolution & Process Governance
- Collaborate with Logistics for transport booking and with QA/Production for export product quality readiness.
- Track exceptions such as delays, product changes, or compliance adjustments, and communicate proactively to distributors/customers.
- Ensure consistent feedback flow between customer and internal functions on requirements, product compliance, and service experience.
Data Accuracy & Reporting
- Support performance review reports: OTIF, export lead time, and customer satisfaction.
- Maintain accurate order and shipment records within ERP.
- Generate weekly export order tracking reports (confirmed, in production, dispatched).
MINIMUM REQUIREMENTS
- Strong understanding of export processes, distributor relationships, and customer- specific requirement management.
- Excellent communication skills in English (spoken and written).
- Skilled in ERP (Microsoft D365 preferred) and Microsoft Office tools.
- Bachelor’s degree in Supply Chain, International Business, or related field.
- 2- 4 years of experience in export customer service or international order management (FMCG or food manufacturing preferred).
- Strong coordination, adaptability, and problem- solving mindset.
Working time: Monday- Friday
Working location: Binh Chieu Industrial Park, Thu Duc City, HCMC.
