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 entails offering efficient, quick, and customer-friendly service . 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 regards to orders, price requests, personalization, general information and you provide additional support where needed. Communicating on a daily basis on the status of orders, transport, projects & complaints, as well as answering questions related to products, product applications, prices is key. Searching for alternatives or improvements for the customer is also an important part of the job.

 

Key responsibilities include

The CCA operates in multiple shared mailboxes which means working closely together is crucial. You are responsible for the order processing & follow-up, projects, complaint handling & coordinating transport.

Sales mailbox

  • Provide clear answers to customer requests
  • Enter 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 according to the SLA
  • Issue invoices and credit notes
  • Keep the customer accounts up-to-date
  • Provide prices and quotes based on certain volumes

Design mailbox

  • Coordinate the customisation and personalization requests and work closely together with the design department
  • Coordinate projects and special requests and therefore work closely together with the Technical Sales Managers
  • Coordinate the weekly ‘Test meeting’

Transport mailbox

  • Consolidate orders for freight and warehouse picking
  • Organize different kinds of transport (DHL, Air freight, containers…)
  • Coordinate the daily shipments and transport
  • Coordinate export shipments
  • Complete the necessary export documents (Health certificate, Certificate of Origin…)
  • Issue invoices and approve incoming invoices

QA mailbox

  • File complaints into our Salesforce system + Excel file
  • Investigate complaints together with the QA Manager, helping determine the root cause and communicating back to customers within 1-3 days
  • Critical thinking on how to avoid repetition of complaints and come up with solutions and/or action plans
  • Send technical sheets, statements, certificate of conformity… to customers

 

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;
  • Experience in food business is a plus;
  • Experience in a customer-centric environment;
  • Solution-oriented, positive and ‘continuous improvement’ mindset;
  • Clear and open communication;
  • Manage stress and conflicts;
  • Show openness to new ideas and fosters organizational learning;
  • Customer orientation and maintain a positive and friendly tone with customers at all times;
  • Eager to help others;
  • Flexible.

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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