Head of Customer Service AMEA


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

  • Head of Customer Service AMEA has a crucial role in enabling Next Level program objectives of closer to the market, and customers and simplifying, and digitizing. The role will play a big role in leading and managing the customer service team and deliverables through the transformation into a best-in-class service set-up in conjunction with Global Business Services.
  • The role will interact with commercial/sales leaders in the markets and key customers to increase customer centricity and stickiness in customer partnerships. Taking accountability for driving customer service performance improvements in responsiveness and reliability.
  • Scope: All 5 business units in Chocolate and Cocoa for all 8 country clusters with 50+ countries in AMEA


Key responsibilities include

  • Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale
  • Drive innovative solutions with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal, automation of order promising and processing, customer cockpit
  • Lead the customer service function in reorganizing and refocusing the teams and workflows to be closer to the market
  • Partner with the country cluster GMs/MDs with support to win long-term outsourcing deals and increase the stickiness by providing value-added, segmented and seamless services and experience
  • Drive the regional customer strategy and execution for customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning
  • Lead the AMEA customer service team, drive best practice adoption, resolve issues and partner with the sales and supply leads to ensure exceptional service delivery
  • Oversee daily order management operations and ensure a strong focus on delivering customer value
  • Establish, monitor and improve performance on service level agreements with customers
  • Resolve customer issues and drive corrective, preventive actions
  • Improve customer communication and collect periodic feedback on customer satisfaction
  • Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high-performance
  • Develop modern business methods/processes, identify best practices in the market,
  • Monitor KPIs, analyze performance and identify areas for improvement, track progress
  • Build a strong team and customer-centric culture
  • Travel requirements: 10 to 20%
  • Others: customer interaction

About you

  • Postgraduate degree in business administration, management or a relevant field
  • Proven experience in a senior customer service role
  • Proficient in English and at least one other Asian language
  • Minimum 20+ years of relevant experience of which 10+ years in managing multi-cultural, dispersed teams
  • Experience in setting up and leading shared service business processes will be an advantage
  • Deep knowledge of the SAP Order-to-Cash process
  • Experience in leading customer service function set-up/scale-up/transformation
  • Complaint management system (Salesforce case management)
  • Problem-solving through root cause analysis
  • Data-driven continuous improvement
  • Deep knowledge of Trade incoterms and customs procedures
  • Knowledge of revenue recognition rules
  • Experience in the credit control and cash collection process
  • Knowledge of shipping and transportation activities
  • The ability to bring people together to set a common agenda
  • Ability to drive change in a collaborative way
  • Independent and self-driven personality
  • Skills to create internal and external partnerships across the organization and manage interfaces

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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