Customer Service Specialist (with English)

About the role

As a pivotal link between our company and its valued customers, the Customer Service Specialist holds a position of critical importance. Responsible for orchestrating all order-related activities - from initial customer setup to final delivery - this role ensures seamless transactions, impeccable service, and unwavering customer satisfaction. The CSS's primary responsibility is executing sales demand by collaborating with the internal supply chain to ensure customer satisfaction.

A successful candidate will have experience managing high-volume B2B business. This position provides an opportunity to have a daily impact on our business and will regularly interface with our customers, Sales, and Supply Chain. The ideal candidate must be willing to work through challenging situations while maintaining a professional disposition at all times.

Please note: This role operates on a schedule, including weekends and bank holidays. As part of our commitment to providing excellent support for the UK&I market, our working hours are structured to ensure full coverage during business hours. The team operates in shifts starting at either 9:00 AM or 10:00 AM, with availability extending until 6:00 PM to accommodate customer needs effectively.

Key responsibilities:

• Establish and maintain positive working relationships with customers, co-packers, and internal departments - acting as the central point of contact within the assigned portfolio
• Provide accurate and timely communication through written correspondence, telephone, and electronic exchange to all internal and external customers
• Manage and take ownership of all incoming queries from your customers
• Build strong knowledge of our product portfolio
• Ensure high-quality service by understanding customer activities and fostering solid relationships
• Accurately and promptly process a high volume of incoming orders in SAP
• Follow orders through the system from order entry to invoicing
• Determine the most effective order entry and shipment methods for accuracy and customer satisfaction
• Work with Planning and Distribution teams to negotiate product availability, expedite shipments, and manage backorders
• Validate customer pricing and ensure necessary contract modifications are flagged
• Take responsibility for error resolution and implement preventative actions
• Register and follow up on customer complaints regarding services, billing, and product issues - ensuring proper resolution and corrective actions
• Utilize data sources to implement the most efficient and cost-effective logistical processes for product delivery
• Take full ownership of customer service, always prioritizing customer satisfaction

About you:

• Bachelor’s degree or equivalent work experience.
• Experience in a manufacturing industry or B2B environment (preferred).
• SAP experience and Salesforce knowledge (a plus).
• Fluent in English.
• Exceptional customer focus with the ability to build and maintain relationships.
• Strong written, verbal, and interpersonal communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• A problem-solving mindset and analytical approach.
• Strong numerical and data-processing skills.
• Self-motivated, independent thinker, and a team player.
• Stress resilience and adaptability to changing business needs.
• Planning and organizational skills, with a keen attention to detail.

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.