Customer Service Specialist

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!

Barry Callebaut is a global organization poised for growth; a company which has embraced the vision to delight its customers, while out-performing its competitors, a business which is committed to sustainability, has innovation in its DNA, is a leader in complex manufacturing and supply chain solutions and is focused on being a best-in-class employer. Barry Callebaut seeks diverse and passionate people who thrive in a dynamic environment, focused on continuous learning, living BC's Values and of course loving chocolate.

As a pivotal link between our company and its valued customers, the Customer Service Account Manager holds a position of critical importance. Responsible for orchestrating all order-related activities, from initial customer setup to final delivery, this role ensures seamless transactions, impeccable service, and unwavering customer satisfaction. The CSR's primary responsibility is executing the sales demand, by collaborating with the internal supply chain to ensure customer satisfaction.

A successful candidate will have experience managing high-volume B2B business. This position provides an opportunity to have a daily impact on our business and will regularly interface with our customers, Sales, and Supply Chain. The candidate must have a willingness to work through difficult situations and circumstances while keeping and portraying a professional disposition at all times.

Key responsibilities include:

• Establish and maintain positive working relationships with customers, co-packers, and all internal departments
• Provide accurate and timely communication including written correspondence, telephone, and electronic exchange to all internal and external customers
• Daily, enter a high volume of incoming orders into the SAP system accurately and promptly
• Follow orders through the system from the time of order entry through invoicing
• Manage and determine the appropriate method of order entry and shipment for accuracy and customer satisfaction
• Negotiate with Planning and Distribution teams for product availability and expedite shipments and coordinate backorders
• Collaborate with the Pricing team to obtain quotes upon customer requests, validate customer pricing, and alert the team of necessary contract modifications
• Take responsibility for errors and initiate actions to prevent reoccurrence

About you:

• Bachelor's degree or equivalent work experience
• At least 5 years in a Customer Service role
• Fluent in English, French required for reps handling Canadian customers
• Manufacturing industry or B2B experience strongly preferred
• At least 5 years of SAP experience preferred
• Ability to troubleshoot and rapidly shift multiple priorities in a fast-paced environment
• Independent thinker and a team player and works toward a collective goal
• Exceptional customer focus and ability to build relationships

What you can expect from Barry Callebaut:

• Competitive salary and comprehensive benefits package
• Environment that welcomes workplace flexibility
• An atmosphere where diversity is embraced, and inclusivity is second nature. We call it #OneBC! Just ask our champions with the Americas Women's Forum and the Racial Equality Forum!
• Ability to grow personally and professionally within an organization that values development and internal career growth
• Be part of our mission in making sustainability the norm through Forever Chocolate with priorities centered around prospering farmers, zero child labor, carbon and forest positive, and creating 100% sustainable ingredients in all of our products.

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.