Specialist, QA Customer Care


St. Albans, VT, US, 05478

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!

POSITION TITLE: Specialist, Quality Assurance Customer Care


REPORTING TO: Manager, Quality Assurance




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.

About the role: 


The Specialist, QA Customer Care will serve as a central point of contact for St. Albans customer needs related to quality and food safety.  The Specialist, QA Customer Care will be responsible for coordinating both internal and external resources to meet customer requirement needs related to new product launches, on-going support to the customer’s needs, investigate any complaints related to the product, and lead customer audits. 


Key responsibilities include: 

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions


  • Coordinate new product launches to ensure customer quality requirements are executed in conjunction with R&D.  Follow up with customers for feedback on quality of products delivered for new trials.
  • Serve as the main point of contact for customers to coordinate all of their needs.
  • Manage and follow up on customer samples requests and testing requirements, including: coordination of samples being pulled, sample evaluation, shipping and following up with customer(s) on the outcome of the sample review and following up on any external lab samples. 
  • Coordinate customer audit requests and preparation.
  • Lead or assist in customer audits and oversee responses. 
  • Perform third party warehouse audits.
  • Lead efforts to ensure timely responses and resolutions to quality and food safety issues for customers.
  • Support sales, documentation team, and customer service with questions related to quality, samples, micro lab testing/timing, returns.
  • Manage investigations and root cause analysis for customer complaints and inquiries, as well as, the associated corrective action requests and dispositions necessary. Follow up with Ops on root cause/corrective actions.
  • Approve one point lessons and aid with training as it pertains to driving improvement in the facility.
  • Oversee tracking and trending complaints.
  • Documentation control: Updating and auditing against our programs and work instructions.
  • Serve as a project lead for implementation of program changes to meet new customer requirements.
  • Continuous improvement for the product(s) being manufactured for the customers. 



  • Minimum B.S. in Food, Biological or Chemical Science or related field required.


Work experience: 

  • Minimum 3-5 years in Quality food manufacturing.
  • Experience working directly with customers and leading audits, preferred.
  • Maintains a professional and courteous approach especially when dealing with customers.
  • Knowledge of food safety, food manufacturing and quality processes, including HACCP, GFSI auditing, and PCQI.
  • Advanced report writing, interpersonal and communication skills (written and verbal).
  • Proficient in Excel, Power Point, and Databases.
  • Experience with SAP is strongly preferred.
  • Demonstrated strength in project management and delivery of action items in a timely manner.


What you can expect from Barry Callebaut:

  • Competitive compensation package including salary, benefits, and vacation time
  • 12 paid holidays PLUS your birthday off!
  • Collaborative atmosphere with like-minded individuals who are passionate about chocolate
  • The ability to grow your career within an organization that values development and internal career growth

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

Nearest Major Market: Burlington Vermont

Job Segment: Warehouse, Chemical Research, Food Safety, Supply, Customer Service, Manufacturing, Engineering, Quality, Operations