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 8:00 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 (additional European languages such as French, German, or Dutch are a plus).
• 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.