Customer Care Agent (6 months)


Lebbeke-Wieze, VOV, BE, 9280

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!

We are currently looking for a driven and ambitious Customer Care Agent for our Beverage business unit. The Customer Care Agent will need to work independently to secure fact based decisions, aligned with several stakeholders. He/She will need to act proactively to mitigate risks and enjoy continued improvements within the value chain and the area of responsibility. Proactively ensure risks of complaints are eliminated by understanding the root causes supported by RCAs and KPIs. The Customer Care Agent manages all Beverages customer orders for France and secures they can be managed properly in the system. This includes securing there is prices/price list/contracts in place and escalate to the correct function if there is not. Also securing all orders are entered into SAP and/or Emails. Any complaints linked to incorrect service will be reported in the Sales Force by the CCA. The CCA works closely with the Logistics coordinator to enable efficient outbound handling, securing high service levels to customers.


This position is initially a temporary position until the end of August, with great opportunity for extension or to move on to another position within Barry Callebaut.


Successful candidates make contributions by providing service and support along the customer journey. You will work very closely with the sales and marketing team, supply chain team, logistics, quality and other stakeholders to provide realistic, reliable and innovative service to our customers. You are the link between our business and the customers on a daily basis.




  • As Customer Care Agent you act as the customer’s central contact with Barry Callebaut. A specific customer portfolio is assigned to you and you act in tandem with one of our commercial people to quickly and adequately respond to all the customer's needs.
  • In this role you monitor the order to cash process and ensure the right amount of the requested product is delivered at the right price and on time to the customer. If the agreements do not work out as planned you make adjustments or suggest alternatives.
  • As the central point of contact you steer the other departments to ensure maximum respect of the agreements reached with the customer. For certain partial tasks you can rely on the support of our customer service experts. In case of absence of a colleague, the files are transferred to a backup.
  • To guarantee quality services, you have ample knowledge of the customer's activities and you are permanently building a good understanding with your customer.
  • You are able to build intimate relationships with your customers to understand their operations and collaborate on planning activities according to the demand of the customer and BC capabilities & needs.




Professional qualifications 

  • Bachelor’s Degree in a relevant discipline, preferably within Supply Chain or similar vocational experience 
  • Documented customer service and/or supply chain experience (min 2 yrs) with focus on order handling and customer contact. Preferably including experience with transport booking and invoicing and preferably within the manufacturing industry 
  • Experience from working in an ERP system is mandatory, or another system linked to Planning and Supply Chain. Knowledge in SAP is preferred. 
  • Excellent working knowledge of MSOffice Software applications (especially Microsoft Excel).
  • Excellent written and verbal communication skills with the ability to influence both internally and externally in both French and English


Personal skills

  • A high level of customer focus, responsibility and a strong sense of service 
  • High degree of flexibility 
  • Ability to actively prioritize own tasks as well as support team in prioritizations
  • Analytical mind, structured with attention to details, critical thinking and problem-solving skills
  • Proven ability to effectively work under pressure and within tight deadlines 
  • An interest for the value chain, flows and processes and to understand business impact and effect on total cost 
  • Strong problem solving and decision making skills with the ability to independently draw conclusions 
  • Strong business acumen
  • Openness to supporting less experienced colleagues on their development journey 
  • An ambassador of the Barry Callebaut values: Customer Focus, Passion, Entrepreneurship, Team Spirit and Integrity




  • The position reports to the Customer Care Manager Vending & Beverages
  • Office location: Wieze
  • You must have a work permit in Europe to apply for this position
  • Starting as soon as possible


What's in it for you?  

Would you like to work for a successful and fast-growing company with innovative and tasty products?  As a leading and globally active company, Barry Callebaut understands that our strength comes from the passion and expertise of our people. Barry Callebaut offers a challenging and dynamic international work environment with real opportunities for growth and self-development. As we strive to create an environment in which our people can continue to learn and develop their skills on an ongoing basis, it is our goal to encourage entrepreneurship and creativity. We offer you a great opportunity to take an active part in the expansion of a great company with great products and a possibility to grow.  


If this role excites you and sounds like the opportunity you've been waiting for then we want to hear from you, so apply now!


The last application date is 2022-03-14.  Apply today, as we are reviewing applications ongoingly and the position might be filled before the application deadline.


To make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We will not handle resumes via email or equivalent.


If you have any questions please contact our recruiter

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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