CI & Training Analyst

About the role: 

Barry Callebaut is a global organization poised for growth; a company which has embraced the vision to delight its customers, while out-performing its competitors, a business which is committed to sustainability, has innovation in its DNA, is a leader in complex manufacturing and supply chain solutions and is focused on being a best-in-class employer. Barry Callebaut seeks diverse and passionate people who thrive in a dynamic environment, focused on continuous learning, living BC’s Values and of course loving chocolate.

As a Customer Service Continuous Improvement and Training Analyst, you will play a pivotal role in enhancing our customer service operations by identifying opportunities for improvement, implementing best practices, and providing ongoing training and support. You will collaborate closely with various stakeholders including customers, sales teams, and supply chain personnel to ensure smooth operations and high levels of customer satisfaction. The ideal candidate will possess strong analytical skills, a proactive attitude, and a passion for driving continuous improvement.

Key responsibilities include: 

• Lead discussions with stakeholders to map current processes and identify areas for improvement.
• Conduct gap analysis to identify discrepancies between current processes and best practices.
• Develop milestone plans outlining expectations for core team members.
• Implement changes and improvements to processes in a timely and efficient manner.
• Collaborate with IT teams to construct blueprints and business requirements for necessary system changes.
• Develop, implement, and promote best practice standards within the customer service department.
• Continuously identify and implement new opportunities to improve departmental performance and client satisfaction.
• Assist and develop training initiatives for customer service staff, ensuring they are equipped with the necessary skills and knowledge.

About you:

• Bachelor’s degree or equivalent work experience
• Proven experience in process improvement, preferably in a customer service environment.
• Strong analytical skills with the ability to identify trends and make data-driven recommendations.
• Project management experience, including milestone planning and implementation.
• Advanced skills in Microsoft or google suite (including macros, formulas, pivot tables, etc) and experience with project management tools/software.
• Certification in Lean Six Sigma or other process improvement methodologies is a plus.

What you can expect from Barry Callebaut:

• Competitive salary and comprehensive benefits package
• Environment that welcomes workplace flexibility
• An atmosphere where diversity is embraced, and inclusivity is second nature. We call it #OneBC! Just ask our champions with the Americas Women’s Forum and the Racial Equality Forum!
• Ability to grow personally and professionally within an organization that values development and internal career growth
• Be part of our mission in making sustainability the norm through Forever Chocolate with priorities centered around prospering farmers, zero child labor, carbon and forest positive, and creating 100% sustainable ingredients in all of our products.