Customer Collaboration Specialist

About the role: 

Barry Callebaut is a global organization poised for growth; a company that has embraced the vision to delight its customers while out-performing its competitors, a business that 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 the Customer Collaboration Specialist overseeing the North America region for a specific business unit, you will play a pivotal role in ensuring alignment and synergy across customer service and supply chain operations. This role combines managing strategic customer accounts with a comprehensive view of the entire business unit's customer experience. You will work closely with counterparts across other business units, the Sales team, GBS, and supply chain functions to drive seamless service delivery and customer satisfaction, ensuring strategic alignment and effective crisis management when needed.

Key responsibilities include:

●    Strategic Account & Business Unit Coordination: Manage a portfolio of strategic customers, while maintaining a clear view of the total customer experience across the entire business unit. Regularly align with counterparts from other BUs and supply chain teams to ensure cohesive service delivery and complete customer satisfaction.
●    Regional Coordination: Collaborate with other Customer Service Representatives, Sales teams, and fellow Senior CS Representatives to align on service priorities, issue resolution, and resource allocation across the North America region, ensuring a unified approach to customer satisfaction.
●    Cross-Functional Collaboration: Engage with internal teams, including Planning, Distribution, Pricing, and Central Planning, to manage product availability, resolve service disruptions swiftly, and ensure customer orders are processed efficiently.
●    Regular Reviews & Customer Performance Monitoring: Conduct regular meetings with BU leaders and GBS Team Leads to review overall customer experience, assessing both daily operations and monthly execution performance. Provide insights to ensure alignment and proactive issue resolution.
●    Order Management: Oversee the complete order lifecycle, from entry to invoicing, ensuring all transactions are handled accurately and promptly, maintaining high levels of customer satisfaction. Validate short-term forecasts vs. orders for liquid and solid products and drive up accuracy based on sales trends, promotions, new launches, and seasonal campaigns.
●    Service Level Monitoring & KPI Harmonization: Define and harmonize KPIs for collaboration with strategic accounts. Monitor service levels and coordinate regular KPI review meetings.
●    Issue Resolution & Continuous Improvement: Address customer complaints and service issues in a timely manner. Collaborate with cross-functional teams to implement solutions, prevent future occurrences, and identify process improvements that enhance customer satisfaction and operational efficiency.
●    Data-Driven Decision Making: Use data to track performance, anticipate potential issues, and optimize service delivery. Employ insights to make informed decisions that improve both customer experience and supply chain efficiency.
●    Customer-Centric Solutions & Communication: Serve as a key liaison, ensuring clear, consistent communication and proactive updates throughout the order management process. Forge close relationships with strategic accounts, both externally with customers and internally at BC, to drive service excellence.
●    Crisis Management & Alignment: In crisis situations, provide support by ensuring a full understanding of the business unit’s operations, aligning with internal teams to address and resolve issues swiftly, maintaining service continuity and customer satisfaction.
●    Global Connectivity: Work in conjunction with Global Business Services (GBS) to ensure service alignment and to drive deliverables, ensuring North American processes support global business standards and objectives. Share insights and best practices from North America to drive global improvements.
●    Travel requirements:  <5%

About you:

●    Bachelor’s degree or equivalent work experience
●    Minimum of 5 years of experience in a Customer Service role
●    Minimum of 2 years leading/supervising a team
●    Fluency English; proficiency in French required for representatives handling Canadian customers
●    Strong preference for experience in the manufacturing industry or B2B environment
●    At least 5 years of SAP experien