Customer Care Agent (Maternity Leave Cover)

About the role

As a Customer Care Agent, reporting to the Customer Supply Chain Manager Iberia, you will be part of the Customer Care team, managing chocolate and cocoa customer orders for the Iberian market. You will take end-to-end ownership of the Order-to-Cash process, from order entry through delivery and invoicing, ensuring a high level of service and operational excellence. You will act as the main point of contact for your customers within Barry Callebaut, proactively managing their requirements and coordinating internally with key functions such as Supply Chain, Sales, Quality, Logistics and R&D. Your role will be key in ensuring a reliable, transparent and customer-focused service, anticipating potential issues and driving solutions whenever challenges arise.

Please note that this is a temporary role, until July 2027 (maternity leave cover). 

Key responsibilities

• Manage the end-to-end Order-to-Cash process, ensuring orders are delivered on time, in full and at the correct price.
• Manage all order-related activities in SAP, ensuring accurate order processing and confirming delivery dates based on stock availability, allocation rules, production capacity and agreed lead times.
• Proactively monitor customer orders, identifying potential supply, stock, capacity or delivery risks and taking appropriate action to minimize their impact.
• Communicate proactively and transparently with customers regarding delays, shortages, capacity constraints or changes affecting their orders.
• Act as the customer's main point of contact, coordinating internally with Supply Chain, Sales, Logistics, Quality and other relevant departments to resolve issues and meet customer requirements.
• Manage customer service and product complaints, ensuring they are correctly registered in Salesforce, followed up internally and resolved within the expected timeframe.
• Build strong and sustainable customer relationships through proactive, clear and reliable communication.
• Identify opportunities to improve processes and customer experience, contributing to continuous improvement within the Customer Care team.
• Support the Sales team by combining a customer-focused mindset with commercial awareness when managing customer requests and operational constraints.

Your profile 

• You hold a bachelor’s or master’s degree, or equivalent higher education.
• You have at least 3 years of experience in Customer Service / Customer Care, ideally in a B2B environment and preferably within the food industry.
• You have a strong customer and service mindset and are motivated to deliver an excellent customer experience.
• You demonstrate strong ownership and accountability, following topics through until resolution.
• You are solution-oriented and proactive, with the ability to anticipate issues and find practical alternatives.
• You have excellent organizational skills and attention to detail, ensuring accuracy while managing multiple priorities.
• You are comfortable working in a fast-paced environment, managing changing priorities and operational pressure.
• You communicate clearly and confidently and demonstrate positive assertiveness, both with customers and internal stakeholders.
• You are a strong team player and enjoy collaborating across different functions.
• You have a continuous improvement and growth mindset.
• You are a native Spanish speaker and proficient in English, both written and spoken.
• You are comfortable working with IT systems and digital tools.
• Previous experience with SAP ERP is required.
• Experience with Salesforce or another CRM system is considered an advantage.