GSC & Customer Service Specialist

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Professional Area: Supply Chain

Role: Permanent

Professional Level: Experienced

Reporting to: Global Supply Chain & Customer Service Team Lead

Global Supply Chain & Customer Service Specialist

The Global Supply Chain & Customer Service team supports JTI markets, domestic customers, and third-party partners by managing the movement of finished goods, semi-finished goods, and raw materials. The team coordinates closely with factories, suppliers, customers, logistics providers, Finance, R&D, and other functional partners to ensure products are delivered on time and in full. It also manages customer and material data, sales and purchase orders, shipment documentation, billing activities, compliance requirements, and supply chain concerns using SAP, IBP, myJTI, transportation management tools, and other relevant systems.

As a Global Supply Chain & Customer Service Specialist, you will:

• Coordinate the phase-in and phase-out of product portfolios for assigned markets and customers while maintaining accurate customer and material master data.
• Manage demand changes and communicate updated production requirements to manufacturing locations to support accurate and timely supply planning.
• Validate material pricing across purchase and sales orders and coordinate with markets to resolve pricing discrepancies before further processing.
• Process sales and purchase orders in SAP and IBP, ensuring all required information is accurate and completed within established timelines.
• Coordinate with factories, suppliers, freight forwarders, carriers, and warehouses to maintain continuous supply, fulfil customer requirements, and minimize potential write-offs.
• Manage end-to-end shipments using transportation management tools and related platforms, monitoring the timely delivery of the correct quantity of goods to their final destination.
• Work with freight forwarders and carriers to prepare transport documents and meet shipment requirements.
• Prepare SAP-generated documents, including order confirmations, pro forma invoices, packing lists, export invoices, delivery notes, credit and debit memos, and authorization requests.
• Prepare and coordinate non-SAP documentation, including certificates of origin, freshness certificates, and other documents requiring certification or legalization for customs clearance, billing, and accounting purposes.
• Maintain updated backup materials, complete proper handovers before planned absences, and provide backup support to help ensure business continuity.
• Respond promptly to business and regulatory changes, including taxation updates, new regulations, and trade restrictions, by assessing their impact and recommending appropriate solutions.
• Support internal and external audits and review relevant JSOX reports across Order-to-Cash, Purchase-to-Pay, and Inventory Management processes.
• Create service-related purchase orders and ensure goods receipts are posted accurately and on time following confirmation of service.
• Support vendor payment processes by investigating issues involving billing entities, quantities, currencies, service costs, and other invoice details.
• Collaborate with Finance on Accounts Receivable, Accounts Payable, Credit and Collection, FP&A, and month-end, quarter-end, and year-end closing activities.
• Review blocked invoices from third-party and intercompany suppliers and determine whether they should be approved or rejected for release.
• Support monthly and quarterly GR/IR clearing activities and take corrective action to minimize purchase order imbalances.
• Analyze operational concerns, investigate root causes, propose solutions, and communicate effectively with relevant stakeholders and management.
• Contribute to ad hoc assignments, operational improvements, and local or global projects based on evolving business requirements.

Requirements:

• Bachelor’s degree in Supply Chain Management, Engineering, Business, Logistics, or a related field.
• At least 3 to 5 years of experience in Supply Chain, Customer Service, Logistics, Order Management, or a related function within a multinational organization.
• Previous experience in a Global Supply Chain and Customer Service Associate role is preferred.
• Strong understanding of supply chain, customer service, logistics, order fulfilment, and transportation processes.
• Experience processing sales orders, purchase orders, shipments, invoices, and logistics documentation.
• Knowledge of export and customs documentation, including certificates of origin, packing lists, pro forma invoices, delivery notes, and commercial invoices.
• Experience with SAP S/4HANA, SAP ECC, or a comparable ERP system.
• Familiarity with SAP IBP, transportation management tools, myJTI, or similar supply chain platforms is an advantage.
• Proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, and Outlook.
• Understanding of Accounts Receivable, Accounts Payable, GR/IR clearing, vendor payments, and financial closing activities related to supply chain operations.
• Knowledge of JSOX, internal controls, audit requirements, and compliance processes is an advantage.
• Fluent in written and spoken English.
• Strong analytical and problem-solving skills, with the ability to assess operational issues and recommend practical solutions.
• Strong coordination and stakeholder management skills, with the ability to collaborate effectively with factories, markets, suppliers, service providers, and cross-functional teams.
• Highly organized and detail-oriented professional who can manage multiple priorities and complete time-sensitive activities accurately.
• Proactive, adaptable, and customer-focused team player who takes ownership and responds effectively to changing business requirements.

What to Expect?

At JTI GBS, we prioritize your well-being with comprehensive wellness initiatives, hybrid and flexible work setups, and benefits such as daily meals and shuttle services. As part of our global business services hub, you will gain access to world-class development programs and opportunities to collaborate, grow, and progress across JTI’s international network.

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.