Senior Customer Service Specialist Global Accounts

About the role

As a pivotal link between Barry Callebaut and its customers, the Senior Customer Service Specialist - Global Corporate Accounts (GCA) is responsible for coordinating end-to-end order-related activities, from customer setup through final delivery. This role ensures seamless transactions, high service quality, and customer satisfaction by collaborating closely with customers, Sales, Supply Chain, Planning, and Distribution teams. The position supports high-volume B2B operations across Europe and plays an important role in operational excellence, continuous improvement initiatives, and team support. Reporting to the Customer Service Senior Team Lead GCA, this position is based in Lodz and supports Global Corporate Accounts across Western Europe and Central & Eastern Europe. 

Please note: This role operates on a rotating schedule, including weekends (one every six weeks)  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:

• Serve as the primary point of contact for assigned customers and maintain strong relationships with customers, co-packers, and internal stakeholders.
• Manage customer inquiries and provide timely, accurate communication through written, telephone, and electronic channels.
• Process high volumes of customer orders accurately in SAP and monitor orders through invoicing
• Coordinate order fulfillment, product availability, expedited shipments, and backorders with Planning and Distribution teams.
• Validate customer pricing and escalate contract modifications when required.
• Resolve customer and product complaints and implement corrective actions.
• Support efficient and cost-effective logistics processes using available data sources.
• Manage Tungsten invoicing activities and overdue invoice processes.
• Develop a strong understanding of financial processes and GCA customers across Europe.
• Take ownership of service delivery and continuously drive customer satisfaction.
• Support the Team Lead with operational escalations and backup planning.
• Manage complex processes and escalations and support knowledge sharing and team training.
• Act as a power user and key contributor in continuous improvement projects. 

About you:

• Bachelor's degree or equivalent professional experience.
• At least 6 years of experience in a Customer Service role.
• Fluent English skills.
• Additional European language skills, particularly French or German, are an advantage.
• Manufacturing industry or B2B experience is strongly preferred.
• At least 5 years of SAP experience is preferred.
• Strong analytical, problem-solving, and organizational skills with high attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, interpersonal, and relationship-building skills.
• Customer-focused mindset with a professional approach to challenging situations.
• Self-motivated team player who can work independently and collaboratively.
• Flexible and adaptable to changing business priorities.
• Ability to transfer knowledge, support colleagues, and contribute to team success. 

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 to the office.You can purchase our sweet products with a special discount.R
• elax 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.