Customer Service Specialist

About the role:

As a pivotal link between our company and its valued customers, the Customer Service Specialist holds a position of critical importance. Responsible for orchestrating all order-related activities, from initial customer setup to final delivery, this role ensures seamless transactions, impeccable service, and unwavering customer satisfaction.

Located in Monterrey, the primary responsibility is executing the sales demand by collaborating with the internal supply chain to ensure customer satisfaction. This position provides an opportunity to have a daily impact on the business while regularly interfacing with customers, Sales, and Supply Chain teams.

Key responsibilities include:

• Establish and maintain positive working relationships with customers, co-packers, and all internal departments.
• Provide accurate and timely communication, including written correspondence, telephone, and electronic exchange, to all internal and external customers.
• Daily, enter a high volume of incoming orders into the SAP system accurately and promptly.
• Follow orders through the system from the time of order entry through invoicing.
• Manage and determine the appropriate method of order entry and shipment for accuracy and customer satisfaction.
• Negotiate with Planning and Distribution teams for product availability and expedite shipments and coordinate backorders.
• Collaborate with the Pricing team to obtain quotes upon customer requests, validate customer pricing, and alert the team of necessary contract modifications.
• Take responsibility for errors and initiate actions to prevent reoccurrence.
• Investigate customer complaints regarding services, billing, and issues resulting in the appropriate resolution and corrective action for both the customer and Barry Callebaut.
• Utilize all available data sources to implement the most efficient and cost-effective logistical process for delivery of product to external customers.

About you:

• Bachelor’s degree or equivalent work experience.
• At least 2 years in a Customer Service role (2 years with strong, direct experience may be considered).
• Fluent in English.
• Manufacturing industry or B2B experience strongly preferred.
• SAP experience preferred.
• Ability to troubleshoot and rapidly shift multiple priorities in a fast-paced environment.
• Independent thinker and a team player who works toward a collective goal.
• Exceptional customer focus and ability to build relationships.
• Strong analytical and problem-solving skills with high attention to detail.
• Strong communication skills and the ability to interface with various levels of management.

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.