Customer Care Lead


Banbury, OXF, GB, OX16 3UU

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!

Main Responsibilities


  • Pro-active collaboration between key Global Corporate/ Industrial Accounts & BC’s planning teams
  • Improve processes & way of working between BC & key accounts
  • Support and secure the availability of chocolate for key Corporate accounts
  • Monitor weekly stock levels vs targets of BC products throughout the end-to-end supply chain
  • Promote dual understanding of modern supply chain and service with both customers and internal stakeholders.
  • Represent BC as Customer Care Lead in nominated accounts.
  • Working with Supply Chain identify potential issues and/or important changes in the off-take pattern by key Corporate Accounts, endeavour to resolve but escalate when needed
  • Represent key Corporate Accounts in the BC Supply Chain and Op Processes when required.
  • Represent BC in the key Corporate Accounts planning meetings
  • Monitor service level KPI’s and drive improvements
  • Single point of contact to push for solutions in case of urgencies /escalations in collaboration with BC customer care.
  • Lead root cause analysis for lower KPI scores
  • Drive KPI reviews/improvements based on available reports
  • Identify and address process failures both within BC and also Customer way of working.



  • Process knowledge
  • Expert knowledge on raw material and Fin Goods planning
  • Understand production planning process
  • Knowledge on inventory and deployment planning for raw materials
  • Good understanding of the role of raw materials planning in S&OP
  • Understand sourcing process
  • Analytical & reporting
  • Holistic approach to decision making, considering all factors & stakeholders
  • Analytical and problem solving capabilities
  • Strong skills in data collection
  • High attention to detail
  • Customer focussed with excellent communication skills – both verbal and written.
  • Ability to engage, negotiate and influence across departments/companies
  • Solution and results driven



  • Efficient use of PowerPoint and Excel
  • Good knowledge on raw mat planning & reporting systems SAP, APO, BW.

Education and Experience

  • 5+ years relevant work experience
  • FMCG customer facing experience essential.


For further information please contact Adam Williams (

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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Job Segment: Supply Chain, Supply, Customer Service, Operations