About this role
<p style="margin:14.0pt 0.0in 12.0pt;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif">About the role: </span></strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif"><br><span style="background-color:white"><br>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.</span> 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.</span></p> <p style="margin:14.0pt 0.0in 12.0pt;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">As a pivotal link between our company and its valued customers, the Sr. Customer Service Specialist serves as a strategic executional partner between our customers, Sales, and Supply Chain. Responsible for orchestrating all order-related activities, the Sr. role goes beyond transactional order entry and is designed for an experienced professional who understands manufacturing, planning constraints, commercial risk, and who can confidently manage high intensity conversations with both external customers and internal partners while ensuring customer satisfaction. </span></p> <p style="margin:14.0pt 0.0in 12.0pt;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">The Sr. CSR owns complex, high volume B2B accounts and acts as the first point of contact for our customers, ensuring commitments are met while balancing internal constraints. In addition, this role provides day to day leadership support to the Team Lead. </span></p> <p style="margin:14.0pt 0.0in 12.0pt;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Key responsibilities include: </span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Establish and maintain positive working relationships with customers, co-packers, and all internal departments</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Provide accurate and timely communication including written correspondence, telephone, and electronic exchange to all internal and external customers</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Own end-to-end order management for high complexity, high volume B2B customers, from order receipt through invoicing and delivery</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Lead difficult, time sensitive conversations with customers and Sales regarding supply constraints, delays, partial deliveries, pricing discrepancies, or contract issues</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Monitor orders throughout the lifecycle, ensuring proactive intervention before issues materialize</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Take ownership of service failures, drive corrective actions, and implement preventative measures to avoid recurrence</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Collaborate with Planning teams for product availability and escalated shipments </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Partner with Pricing to validate customer pricing, request contract modifications, and flag data discrepancies</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif"> </span></strong></p> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif">About you:</span></strong></p> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif"> </span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Bachelor’s degree or equivalent work experience</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">At least 5 years in a Customer Service role</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Fluent in English</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Manufacturing industry or B2B experience strongly preferred</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">At least 5 years of SAP experience preferred</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Ability to troubleshoot and rapidly shift multiple priorities in a fast-paced environment</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Independent thinker and a team player and work toward a collective goal</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif">Exceptional customer focus and ability to build relationships</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;border:medium none currentcolor"> </p> <p style="margin:0.0in 0.0in 12.0pt;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">What you can expect from Barry Callebaut:</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;background-color:white;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">Competitive salary and comprehensive benefits package</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;background-color:white;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">Environment that welcomes workplace flexibility </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;background-color:white;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">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!</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;background-color:white;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><a name="_heading=h.gjdgxs"></a><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">Ability to grow personally and professionally within an organization that values development and internal career growth</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;background-color:white;border-width:medium;border-color:currentcolor;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:'Times New Roman', serif;color:black">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. </span></li> </ul>