Customer Service Specialist (with Dutch)

About the role:

Customer Service Specialist plays a key role in managing order-related processes from customer setup to delivery, ensuring smooth operations and high customer satisfaction. The role involves close collaboration with Sales and Supply Chain to execute sales demand and support B2B clients. Candidates should have experience in high-volume B2B environments and be comfortable handling complex situations professionally.

Please notice: This role may include working on weekends and bank holidays, and follows a fixed shift schedule to ensure the best possible customer support. 

Key responsibilities:

• Establish and maintain positive working relationships with customers, co-packers, and all internal departments - act as the customer’s central contact within the individual portfolio assigned to you.
• Provide accurate and timely communication including written correspondence, telephone, and electronic exchange to all internal and external customers.
• Manage and take ownership of all incoming queries of your customers.
• Build ample knowledge of the product portfolio.
• Guarantee quality services, you have ample knowledge of the customer's activities and you are permanently building a good understanding and relationship with your customer.
• Daily, complete a high volume of incoming orders into the SAP system accurately and promptly.
• Follow orders through the system from the time of order entry through invoicing.
• Manage and determine the appropriate method of order entry and shipment for accuracy and customer satisfaction.
• Negotiate with Planning and Distribution teams for product availability and expedite shipments and coordinate backorders.
• Validate customer pricing, and alert the team of necessary contract modifications.
• Take responsibility for errors and initiate actions to prevent reoccurrence.
• Register and follow up on customer and product complaints regarding services, billing, and issues resulting in the appropriate resolution and corrective action for both the customer and Barry Callebaut.
• Utilize all available data sources to implement the most efficient and cost-effective logistical process for delivery of product to external customers.
• Take full ownership of your service to customers, customer oriented at all times.
   

About you:

• Bachelor’s degree or equivalent work experience.
• At least 5 years in a Customer Service role.
• Fluent in Dutch and English.
• Manufacturing industry or B2B experience strongly preferred.
• At least 5 years of SAP experience preferred.
• Salesforce knowledge is an asset.
• Strong communication skills and the ability to interface with various levels of management.
• Strong analytical and problem solving skills with high attention to detail.
• Ability to troubleshoot and rapidly shift multiple priorities in a fast-paced environment.
   

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.