Complaint & Improvement Investigator [Online Recruitment Process]


Lodz, LD, PL, 90-530

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:
As complaint investigator you will gather all the elements that caused the dissatisfaction of our customer. You will look for the root cause and agree on corrective actions with the departments involved. Based on the facts you will propose clear feedback and initiate compensation.  You are eager to learn and want to understand all our commercial processes. You don’t take things for granted and demonstrate a strong desire to improve. You can explain complex matters in simple words. Above all you are customer focused and service oriented. You don’t see complaints as annoyances but as a constructive signal to further improve service.  

Key responsibilities:

  • Enters Complaints and Complaint Corrections in an accurate and timely manner into Salesforce (within 1 day of complaint receipt);
  • Complaint investigation:
    • Gather, validate and understand all elements necessary to investigate complaint,
    • Identify preliminary root cause and responsible department,
    • Delegate root cause analysis to preliminary responsible department,
    • Follow up timely feedback from responsible department,
    • Perform detailed root cause analyses for customer care related complaints,
    • Based on feedback from responsible department, formulate response to customers,
    • Monitor timely feedback to customer,
    • Align content customer feedback with customer care agent and sales,
  • Complaint follow up:
    • Follow up if the customer feels his complaint is being addressed;
  • Continuous improvement:
    • Follow up continuous improvement initiatives to prevent reoccurrence of complaints;

About you:

  • Bachelor or master degree in business, logistics or languages;
  • Excellent English and Polish skills (Native or C1 level) and fluent in one of the following languages: Italian, Spanish, French, Dutch, German;
  • Good command on Microsoft Office;
  • Knowledge of SAP and salesforce.com will be an additional asset;
  • Customer focused and service oriented;
  • Analytical skills, with problem solving approach;

We offer:

  • 100% remote work during pandemic.
  • Stable employment in an international organization.
  • Annual bonus based on your work results.
  • Private medical care for you and your family.
  • Employee Pension Program.
  • Sport card.
  • Life insurance.
  • Development opportunities.
  • Luncheon vouchers.
  • Discount card for cultural events.
  • Christmas benefits.
  • Chocolate, fruit and vegetables in the office.
  • Opportunity to purchase the company's products at reduced prices.

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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