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Customer Care Agent & Admin Support

Location: 

Heule-Kortrijk, VWV, BE, 8501

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

 

The function of the Deco Customer Care Team is mainly divided into 3 groups of tasks which are translated into 3 generic mailboxes:

  • Sales mailbox: matters related to order management, general questions, prices etc.
  • Design mailbox: matters related to our customization & personalization process.
  • QA mailbox: matters related to complaints, certificates, questionnaires etc.

 

The role of Customer Care Agent means providing efficient, quick, and friendly service to customers as well as building strong relationships with them. You are the voice of the customer. For this specific CCA role, your main objective is the QA part. It entails responding to customers' issues in time and handling any complaints swiftly. You are the point of contact between the QA department and the customer. Continuous Improvement is a very important aspect in this role as we seek to keep on improving every process in order to avoid complaints and issues.

During the remaining time you will be supporting the tasks related to sales and design. This means processing the orders in time, communicating to customers and doing a proper follow-up. Understanding and translating the customers’ needs when it comes down to personalization and customization.

This role and variety of tasks requires a flexible and eager-to-learn mindset.

 

Key Responsibilities Include

 

Quality mailbox

  • Manage the customer complaints and solve the issue within 1-3 days to keep high customer satisfaction.
  • Tackle product & service complaints and make good action plans to avoid future similar situations.
  • Coordinate the labeling process for export shipments
  • Complete questionnaires, send certificates, specifications, and other QA related documents

 

Sales mailbox

  • Order management: registering, confirming & monitoring orders
  • Align & follow up with the transport team on shipments
  • Answering general questions related to orders, products, prices etc
  • Back-up for export shipments and follow-up

 

Design mailbox

  • Understand the customer needs in terms of personalization/customisation and translate this into a design proposal request and brief the design team accordingly
  • Align on regular basis with TSM regarding projects

 

About You

  • Bachelor’s degree
  • Languages: Dutch, English & French
  • Experience in a commercial role is a plus.
  • Good knowledge of Excel is a plus, as well as Navision.
  • You are customer- and commercially-minded
  • You value and ensure quality
  • You are a communicative, flexible team player

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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