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Customer Contract Execution Analyst

Location: 

Petaling Jaya, 10, MY, 47800

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:


We are looking for a highly analytical and collaborative Customer Contract Execution Analyst to support our APAC Cocoa business. This role is critical in monitoring and analyzing order and shipment activities, providing strategic insights to optimize production and meet customer demand. You will also play a key role in enhancing customer service operations through data-driven decision-making and process improvements.


Key Responsibilities includes


Strategic Analysis & Planning
•    Provide timely, meaningful analysis to support regional decision-making aligned with business objectives
•    Collect and synthesize data from multiple sources to build operational models and benchmark performance
•    Compare actual results with plans and recommend actionable strategies


Stakeholder Collaboration & Process Improvement
•    Partner with internal teams to improve processes and deliver regular/ad hoc analysis
•    Identify operational trends and variances, and propose improvements to management
•    Lead cross-functional teams to drive efficiencies across the customer journey


Order & Capacity Management
•    Coordinate order creation with Customer Service, Sales, and Supply Planning teams
•    Ensure accurate order categorization and prioritization based on capacity and business rules
•    Monitor and report on KPIs related to order management


Reporting & Visibility
•    Enhance visibility of customer shipments, contract status, and performance metrics
•    Develop customer-specific dashboards and provide actionable insights to stakeholders
•    Oversee data collection and reporting for Shipment Booking & Customer Service


Continuous Improvement & Customer Experience
•    Implement feedback-driven improvements to increase productivity and service quality
•    Utilize methodologies to enhance customer experience and operational efficiency
•    Establish and promote best practices within the customer service function


SLA & Complaint Management
•    Define and enforce customer service SLAs and RACI standards
•    Develop systems for capturing and resolving customer complaints
•    Act as a liaison between customers and internal departments to ensure resolution


Training & Mentorship
•    Support and mentor team members to align daily activities with business goals
•    Train power users and deliver relevant sessions to enhance team capabilities


Cross-Functional Engagement
•    Collaborate with Sales, Pricing, Supply Chain, Quality, R&D, Finance, and external partners
•    Ensure consistency in processes and foster a unified approach to customer service
•    Share global best practices and lessons learned to drive continuous improvement

 

About you


We’re looking for a driven and insightful professional who thrives in a fast-paced, multinational environment. To succeed in this role, you’ll bring a strong analytical mindset, a passion for continuous improvement, and the ability to collaborate across functions and cultures.


Education & Qualifications
•    Bachelor’s degree or equivalent work experience
•    Certification in Lean Six Sigma or other process improvement methodologies (preferred)


Experience & Skills
•    Minimum 5 years of leadership experience
•    At least 5 years in customer service, preferably in a manufacturing or multinational setting
•    Proven track record in process improvement and project management
•    Strong analytical skills with the ability to identify trends and make data-driven recommendations
•    Advanced proficiency in Microsoft Excel (macros, formulas, pivot tables) and or PowerBI, project management tools
•    Experience developing and analyzing KPIs and metrics to support performance


Technical & Functional Competencies
•    Thrive in fast-paced environments and adapt to shifting priorities
•    Independent thinker and collaborative team player
•    Strong written, oral, and interpersonal communication skills
•    Creative, process-driven mindset with high attention to detail
•    Self-starter with the ability to delegate and meet deadlines
•    Effective problem-solving and decision-making capabilities
•    Flexible and enthusiastic in responding to evolving business needs
•    Skilled in cross-functional collaboration and stakeholder engagement


Leadership Competencies & Personal Style
•    Active listener and supportive team member
•    Committed to excellence and continuous learning
•    Technically savvy with strong planning and multitasking abilities
•    Positive thinker who inspires and transfers knowledge to others
•    Comfortable working with diverse teams and multiple stakeholders

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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Job Segment: Lean Six Sigma, Six Sigma, Supply Chain, Supply Planner, Management, Operations, Customer Service

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