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Site Sensory and Customer care support

Location: 

Abidjan, CI, 01 BP 1045

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 

The Sensory Coordinator has the responsibility to organize the tasting activities and to ensure the satisfaction of clients by finding solutions to their complaints. The Sensory coordinator is responsible for the documentary mastery following the documentation management procedure.

Within the QA Department, the Sensory coordinator organizes, the tasting activities and follow up the clients ranking of the product. He/She is in charge of receiving and solving complaints of clients. And he/she creates and updates the references of the documentation.


KEY RESPONSABILITIES INCLUDE

 

  • Ensure that sensory analyzes of products are carried out on time and in compliance with analysis protocols and Good Laboratory Practices (GLP).
  • Ensure that analysis records are well documented, verified and maintained. Ensure weekly backup of sensory evaluation data.
  • Initiate root cause analysis of sensory deviations and customer complaints regarding taste, and implementation of corrective actions to avoid repetition of defects.
  • Perform a weekly GLP (GLP) self-audit of the Sensory laboratory and ensure compliance with requirements
  • Responsible for Sensory laboratory consumables and ensure that minimum stocks are maintained, that orders are placed on time and that there are no shortages.
  • Ensure shipment of product samples according to schedule for analysis and verification (of the Sensory Profile) within the Group. Review reports/results, investigate deviations if necessary and take appropriate corrective actions to address the root cause.
  • Plan and deploy the recruitment and training plan for new panelists and the retraining of existing panelists. Recommend training for panelists to meet required skill needs and ensure there are no gaps.
  • Monitor the performance of panelists during the campaign through unannounced tests carried out every month (min. 3 tests/month)
  • Monitor the monthly participation of panelists in tasting sessions.
  • Prepare a monthly report of sensory analysis activities
  • Ensure the updating of documents relating to sensory analyzes
  • Support the analysis of root causes of Customer complaints, and the implementation of corrective actions to avoid repetition of defects.
  • Preparation of complaints investigation reports and action plans from complaints
  • Response to customers
  • Perform data analysis on complaints
  • Ensure all complaints are recorded and close complaints in Salesforce when action plans have been implemented
  • Produce monthly reports on the progress of claims, causes and actions in place
  • Create and update references for records as per the procedure
  • Update internal procedures for document management
  • Maintain roles and responsibilities for editing and approving documents in the QDS
  • Disseminate monthly status update on QDS documents - local level
  • Train the staff on the use of QDS when necessary (new employees, change of status of an employee, update of QDS functionalities...)

 

ABOUT YOU

 

  • Bac +3 /4 in Physics-chemistry, Microbiology, QHSE, or any related area
  • Good knowledge of cocoa industry is an advantage.
  • Good knowledge of documentation management.
  • Knowledge of application that permits to manage the client’s claims (Salesforce, Claim, etc.…)
  • Knowledge of application to manage the documentation (QDS preferably)
  • Skills in analysis of product
  • Detailed knowledge of laboratory analysis,
  • Results oriented without losing sight of discipline to process sustain results,
  • Knowledge of latest quality and safety laws / regulations 
  • Can prove strong focus on procedures (standardizing) 
  • Knowledgeable in MS Office Suite, SAP Systems and other applications used in client
  • Languages: English professional, local language.
  • Strong attention to detail,
  • Multitasking and time-management skills
  • Interpersonal and communication skills
  • Good problem-solving abilities
  • Open minded, collaborative and team builder
  • Passionate and enthusiastic
  • Motivated and hard-working
  • Good resistance to stress,
  • Timeliness,
  • Spirit of synthesis and analysis
  • Adaptability and tenacity
  • Integrity, Team Spirit
  • Results-orientated
  • Responsiveness
  • Stakeholder management
  • Relationship and Listening to Needs
  • Strength of proposal and creativity
  • Intellectual Curiosity     

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.

If you want to learn more about Barry Callebaut, please find further information here.

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