About the role:
As a Customer Service Specialist, you’ll be the key connection between our company and our customers, ensuring smooth order handling and top-tier service. You’ll manage the full order cycle-from setup to delivery-while working closely with Sales and Supply Chain to meet customer expectations. This is a high-impact role for someone who thrives in a fast-paced B2B environment and enjoys building strong relationships.
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 French 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.
