Project Lead, Customer Service


Chicago, IL, US, 60654

Job Type: 

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: 


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.

This position provides an opportunity to have a daily impact on our business and will interface regularly with our customers, Sales team and Supply chain organization.  The candidate must have a willingness to work through difficult situations and circumstances while keeping project on track. The successful candidate will have experience in provide recommendation on ways to improve productivity and customer satisfaction levels

Key responsibilities include: 

●    Lead discussions with stakeholders to map current processes, identify gaps and establish best practices
●    Implement  milestone plans that clearly illustrate expectation of core team members
●    Construct blueprints & Business requirement  for necessary IM system changes
●    Implement a sustainable reporting structure to ensure process adherence
●    Develop, implement, and promote best practice standards to Customer Process 
●    Continuously works to identify new opportunities to improve performance of customer service department and client satisfaction
●    Assist in training, project coordination, and other duties as assigned
●    Lead change management initiatives and promote certain existing or non-existing behaviors, habits or attitudes that help generate success
●    Deliver monthly project status report to key stakeholders
●    Work with the  customer service business analyst  team in Belgium


About you:


●    Bachelor’s degree or equivalent experience
●    3-4 years' experience working as a Business Analyst.
●     Advanced skills in Microsoft Excel (including macros, formulas, pivot tables etc.), MS PowerPoint and Access.
●    Experience in Sap will be preferable
●    Candidate must possess senior problem solving skills and integrate complex reporting needs
●    Skills in time management, job prioritization and able to work independently is a must in order to provide timely feedback
●    Strong, written, oral and interpersonal skills
●    Knowledge of customer service practices 
●    Highly data-driven with a commitment to the process. 
●    Excited about driving and tracking a consistent engagement process with all customer service team members.

What you can expect from Barry Callebaut:

●    Competitive salary and comprehensive benefits package
●    12 paid holidays, generous PTO, plus your birthday off
●    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.

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

Nearest Major Market: Chicago

Job Segment: Engineer, Supply, Sustainable Agriculture, Change Management, Customer Service, Engineering, Operations, Agriculture, Management