Customer Service Specialist

Barry Callebaut Group (Gresik, East Java, Indonesia)

East Java, Indonesia

The Zurich-based Barry Callebaut Group is the world’s leading manufacturer of high-quality chocolate and cocoa products – from sourcing and processing cocoa beans to producing the finest chocolates, including chocolate fillings, decorations and compounds. With more than 66 production facilities across the globe, of which 27 are located across Europe, the Middle East and Africa, 14 in the Americas, 10 in Asia-Pacific, and 15 as part of our Global Cocoa business, the Group employs a diverse and dedicated global workforce of more than 13,000 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 or caterers. The global brands catering to the specific needs of these Gourmet customers are Callebaut® and Cacao Barry®, Carma® and the decorations specialist Mona Lisa®. In our 26 CHOCOLATE ACADEMY™ centers, Barry Callebaut offers teaching and training for professionals of all levels aiming to improve their chocolate skills or learn new techniques, trends and recipes. The Barry Callebaut Group is committed to making sustainable chocolate the norm to help ensure future supplies of cocoa and improve farmer livelihoods.

About this position

This role will be responsible for efficiently managing customer orders and contributing to the continuous improvement of our processes. They will play a critical role in assisting the Customer Service (CS) Manager by creating detailed process flow charts for each activity and ensuring these are documented and accessible to the CS team. This position provides a comprehensive learning experience in supply chain operations, customer service, and process documentation.

Responsibilities

• Responsible for providing an excellent customer service experience to increase customer satisfaction. Oversee the quality of service provided to customers to ensure that the organization’s responsibilities as a seller are fulfilled. Ensure timely internal deliverables that contribute to contract fulfillment. Collaborate with various functions to deliver the best customer experience.
• Order Processing: Handle customer orders from receipt through to delivery, ensuring accuracy and compliance with company policies.
• Customer Support: Act as the main contact for customer inquiries related to order status, delivery schedules, product availability, and complaints.
• Data Maintenance: Keep order management systems, such as SAP/Salesforce, up-to-date with current information and customer records.
• Issue Resolution: Proactively resolve order-related issues and customer complaints by coordinating with internal teams to ensure customer satisfaction.
• Performance Tracking: Monitor and analyze order processing metrics to identify trends and improvement opportunities.
• Order Management: Document the order management process ensures that it is well understood and accessible, aiding in training and process standardization.
• Complaint Management: process customer complaints, follow the process, drive timely feedback and resolution back to the customer.
• Process Optimization: Collaborate with cross-functional teams to identify bottlenecks in processes. Develop and implement process optimization initiatives to enhance the overall customer experience journey.
• Data Analysis: Use quantitative and qualitative data analysis to derive actionable insights on service levels, complaint resolution, etc.
• Document Management: Organize and store documents for easy access, ensuring the CS team can efficiently use the documented processes, supporting continuous improvement efforts.

Requirements

• Bachelor’s Degree: In Supply Chain Management, Business Administration, or a related field.
• Language Proficiency: Proficient in written and spoken English.
• 5+ years in a customer order processing/management role, preferably within the manufacturing industry.
• Knowledge/Experience in logistics or shipping.
• Proficiency in Microsoft Office tools and Business Intelligence tools like Power BI.
• Strong verbal and written communication skills in English, including active listening and clear articulation.
• Technical Proficiency: Familiarity with order management systems (SAP) and customer relationship management is a plus.
• Analytical Abilities: Strong attention to detail with excellent analytical and problem-solving skills.