Manager, Customer Quality


Chicago, IL, 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 11,000 passionate Employees working in more than 35 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: Manager, Customer Quality


REPORTING TO: Senior Manager, QA & Customer Support






The Zurich-based Barry Callebaut Group is the world’s leading manufacturer of high-quality chocolate and cocoa products – from the origination and processing cocoa beans to producing the finest chocolates, including chocolate fillings, decorations, and compounds. The Group runs more than 59 production facilities worldwide and employs a diverse and dedicated global workforce of over 10,000 people.


The Barry Callebaut Group serves the entire food industry, from industrial food manufacturers to artisanal and professional users of chocolate, such as chocolatiers, pastry chefs, bakers, hotels, restaurants, and caterers.





The Manager, Customer Quality works closely with key strategic customer technical and sales teams and the Barry Callebaut internal teams to ensure customer needs for quality and food safety are met.  Customer relationships are a vital part of this position to build trust in Barry Callebaut. This position will require forming a strong relationship with our customers to positively influence as needed; understanding customer requirements and aligning with Barry Callebaut practices and procedures, developing and presenting reports that track and trend quality measures and working with plant teams to provide corrective and preventative actions for consumer and customer complaints in a timely manner..


Essential Functions:

  • Proactively establish a Quality connection with the strategic customers and serve as the liaison on Quality related topics and issues.

  • Lead efforts to ensure timely responses and resolutions to quality and food safety issues and inquiries are met for strategic customers.

  • Understand strategic customer requirements and support efforts to align with Barry Callebaut protocols and training plants.

  • Support sales and technical team with vetting other regional customer requirements and critical complaints. 

  • Strategically partner with our global partners to deliver on customer requirements. 

  • Provide efficient and consistent communication to our customers on scientific and quality issues whether product-specific or industry-wide (e.g. regulatory or food-safety related).

  • Serves as a technical resource to support sales team and/or connect them to appropriate quality and other subject matter experts.

  • Obtain product feedback from sales and customers on various issues and communicate as appropriate. Support customer and internal teams with new plant approval and product rollouts as needed.

  • Work with appropriate plant personnel on thorough investigations and Corrective and Preventative actions.

  • Manage customer quality reviews related to quality incidents, held product, and facilitate discussions and capture information for historical reference.

  • Support plants in preparation of customer audits. Attend customer audits as needed.

  • Lead projects related to customer requirements program rollouts.

  • Attendance of customer meetings as needed.

  • Develop and publish internal reports related to regional performance on customer complaints and adherence to critical requirements. 




Education & Work Experience:

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

  • Minimum 5-7 years Food industry experience preferred. 

  • Manufacturing experience in QA is preferred.

  • Experience working directly with customers is necessary.

  • Maintains professional and courteous approach especially when dealing with customers.

  • Knowledge of food safety, food manufacturing and quality processes.

  • Familiarity in using continuous improvement tools and fundamentals.

  • Advanced report writing, interpersonal and communication skills (written and verbal).

  • Proficient in Excel, Power Point, and Databases

  • Demonstrated strength in project management and delivery of action items in a timely manner.

  • Ability to travel 20 - 30%.


What you can expect from Barry Callebaut:

  • Competitive compensation package including salary, medical and dental, retirement benefits, and paid time 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

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