Customer Service Executive

Location: 

Mumbai, MH, IN, 400069

Job Type: 

At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world’s leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product. We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate. We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future. We are headquartered in Zurich, and have more than 12,000 passionate Employees working in more than 40 countries worldwide. We are very proud of who we are and what we do. And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond!

About the Role:

The role of the customer service executive is to provide excellent customer service experience to increase satisfaction for both internal/ external customers. The role entails being the primary customer contact and transform customer's requirements into action items for internal & external stakeholders to execute. 

 

Key Responsibilities include:

  • Quotation Management
    • Send quotation upon customer’s inquiry.
    • Close collaboration and coordinate with pricing and sales department to ensure sending price quotation to customer in a reasonable time frame. 
  • Contract Management
    • Conduct Regular Monitor contract balance & Contract  Expiry date to ensure customer contract to be fulfill ontime
    • Balance Contract Projection to Sales & Customers to seize new business opportunity
    • Provide feedback to sales on any issue relate to expired contracts
  • Order Management
    • Work with Planning, Logistic departments on production scheduling and stock readiness to fulfill customer requirements ontime 
  • New Product Development
    • Close collaboration with Sales and PD on coordination of New Sample requests arrangement via Sales Force platform 
  • Complaint Management
    • Manage customer complaints and escalate to investigation team via complaint database (Salesforce)
    • Coordination on customer inquiry related to quality & service issue 
  • AR Aging Management
    • Managing customer account receivables within 115 days overdue and share customer feedback to commercial reason of overdue
    • Credit memo (complaint claim )/ Sundry invoice requests (paid sample) 
  •  Administration
    • Customer Inquiry such as New/ Revision Label request, Technical spec, case register for special document requirement, audit purpose, sharing & courier shipping document to customers. 
  • NCI request
    • New customer account creation in SalesForce

 

About You:

  • Minimum 2 years relevant experience in a similar function, preferably in a manufacturing environment. 
  • Strong interpersonal, verbal and written communication, negotiation skills, including active listening and clear articulation.
  • Strong coordination and organizing ability and overall point of view, with the ability to prioritize and proactively complete tasks.
  • Good command in English, both written and verbal.
  • Enjoy working in a fast paced and changing work environment.
  • Ability to solve problems and alleviate conflicts or escalate tactifully.
  • Must be computer literate and proficient in MS Office application.
  • Knowledge of trade documentation negotiations
  • Knowledge of Incoterms and shipping documentation 
  • Excellent time management skills, including the ability to multitask and work under tight deadlines
  • Self-motivated, initiative and able to work well with minimal supervision

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

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