Customer Service Specialist GCA

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.  

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 expedite shipments and coordinate backorders
• Validate customer pricing, and alert the team of necessary contract modificationsTake 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 the customer and Barry Callebaut.
• Utilize all available data sources to implement the most efficient and cost-effective logistical process for the delivery of products 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
• Manufacturing industry or B2B experience strongly preferred
• SAP experience preferred
• Ability to troubleshoot and rapidly shift multiple priorities in a fast-paced environment
• Independent thinker and a team player and works toward a collective goal
• Exceptional customer focus and ability to build relationships
• Exceptional customer focus and ability to build relationships
• Strong written, verbal, and interpersonal skills
• Motivated self-starter with the ability to manage deliverables with limited supervision in a dynamic, fast-paced environment
• Problem-solver mentality

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.
• Work schedule: this role operates according to a structured schedule ensuring full coverage of business hours across the french market. Working hours follow a team-based shift model, with start times typically falling between 7:00 AM and 10:00 AM, and operational coverage extending until 6:00 PM. This role may include working on weekends and bank holidays, and follows a fixed shift schedule to ensure the best possible customer support. 
  Work may occasionally include weekends or bank holidays, depending on coverage needs. Flexibility and availability within these timeframes are essential to ensure consistent customer support.
• 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.