Customer Service Specialist

At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world’s leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product. We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate. We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future. We are headquartered in Zurich, and have more than 12,000 passionate employees working in more than 40 countries worldwide. We are very proud of who we are and what we do. And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond!

About the role

This role will be responsible for efficiently managing customer orders and contributing to the continuous improvement of our processes. They will play a critical role in assisting the Customer Service (CS) Manager by creating detailed process flow charts for each activity and ensuring these are documented and accessible to the CS team. This position provides a comprehensive learning experience in supply chain operations, customer service, and process documentation.

Key responsibilities Include

• Responsible for providing an excellent customer service experience to increase customer satisfaction. Oversee the quality of service provided to customers to ensure that the organization’s responsibilities as a seller are fulfilled. Ensure timely internal deliverables that contribute to contract fulfillment. Collaborate with various functions to deliver the best customer experience.
• Order Processing: Handle customer orders from receipt through to delivery, ensuring accuracy and compliance with company policies.
• Customer Support: Act as the main contact for customer inquiries related to order status, delivery schedules, product availability, and complaints.
• Data Maintenance: Keep order management systems, such as SAP/Salesforce, up-to-date with current information and customer records.
• Issue Resolution: Proactively resolve order-related issues and customer complaints by coordinating with internal teams to ensure customer satisfaction.
• Performance Tracking: Monitor and analyze order processing metrics to identify trends and improvement opportunities.
• Order Management: Document the order management process ensures that it is well understood and accessible, aiding in training and process standardization.
• Complaint Management: Process customer complaints, follow the process, drive timely feedback and resolution back to the customer.
• Process Optimization: Collaborate with cross-functional teams to identify bottlenecks in processes. Develop and implement process optimization initiatives to enhance the overall customer experience journey.
• Data Analysis: Use quantitative and qualitative data analysis to derive actionable insights on service levels, complaint resolution, etc.
• Document Management: Organize and store documents for easy access, ensuring the CS team can efficiently use the documented processes, supporting continuous improvement efforts.

About You

• Bachelor’s Degree: In Supply Chain Management, Business Administration, or a related field.
• Language Proficiency: Proficient in written and spoken English.
• 5+ years in a customer order processing/management role, preferably within the manufacturing industry.
• Knowledge/Experience in logistics or shipping.
• Proficiency in Microsoft Office tools and Business Intelligence tools like Power BI.
• Strong verbal and written communication skills in English, including active listening and clear articulation.
• Technical Proficiency: Familiarity with order management systems (SAP) and customer relationship management is a plus.
• Analytical Abilities: Strong attention to detail with excellent analytical and problem-solving skills.
• Industry Exposure: Experience in a production environment or food manufacturing during an internship is an added advantage.

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.