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Customer Care Agent (Temporary)

Location: 

Heule-Kortrijk, BE, 8501

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 role of Customer Care Agent means offering efficient, quick, and friendly service to customers. Building strong relationships with the customer as well with internal stakeholders is crucial. You are the first point of contact for our customers by phone and email in regard to orders, price requests, personalization, general information and provide additional support where needed. The CCA operates in a shared mailbox shared with your colleagues of customer care and works closely together. You are responsible for the order transmittal and order processing.

 

Key responsibilities include

  • Provide clear answers to customer requests’ (general questions, prices…)
  • Entering orders into the ERP-system and follow-up closely together with planning and logistics departments
  • Reserve and allocate inventory if necessary
  • Send order confirmations to customers
  • Coordinate the customization and personalization requests and work closely together with the design department
  • Coordinate samples requests
  • Investigating complaints, help determine the root cause and communicate back to customers in a timely manner according to the SLA in close cooperation with the QA department.
  • Take part in the bi-weekly team meeting

 

About you

  • Bachelor's degree or equivalent through combination of education and experience
  • Good knowledge of English and Dutch, French is a plus
  • Basic knowledge of ERP systems in general (Navision or Business central is a plus)
  • Experience in food business is a plus
  • Experience in a customer-centric environment
  • Experience as customer service is a plus
  • Customer orientation and always maintain a positive and friendly tone with customers
  • Ability to multitask, prioritize, and manage time effectively
  • Good communication skills (written and verbal) for communication with customers, team members and management
  • Ability to work in a team and independently
  • Eager to help others
  • Detailed/ precise
  • Flexible
  • Always looking for solutions and continuous improvement
  • Customer-centric and positive mindset
  • Communicate clear, often and open
  • Manage stress and conflicts
  • Show openness to new ideas and fosters organizational learning

 

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: QA, Temporary, Customer Service, Quality, Contract

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