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Customer Service Sr Specialist

Barry Callebaut -
San Pedro Garza García, N. L.

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Información del empleo

Cualificaciones

Servicio al cliente
Inglés
Licenciatura
B2B
Experiencia en manufactura

Descripción completa del empleo

Customer Service Sr Specialist

Location:

San Pedro Garza Garcia, Nuevo Leon, MX, 66220

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!

About the role:

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.

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.

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.

Key responsibilities include:

Establish and maintain positive working relationships with customers, co-packers, and all internal departments
Provide accurate and timely communication including written correspondence, telephone, and electronic exchange to all internal and external customers
Own end-to-end order management for high complexity, high volume B2B customers, from order receipt through invoicing and delivery
Lead difficult, time sensitive conversations with customers and Sales regarding supply constraints, delays, partial deliveries, pricing discrepancies, or contract issues
Monitor orders throughout the lifecycle, ensuring proactive intervention before issues materialize
Take ownership of service failures, drive corrective actions, and implement preventative measures to avoid recurrence
Collaborate with Planning teams for product availability and escalated shipments
Partner with Pricing to validate customer pricing, request contract modifications, and flag data discrepancies

About you:

Bachelor’s degree or equivalent work experience
At least 5 years in a Customer Service role
Fluent in English
Manufacturing industry or B2B experience strongly preferred
At least 5 years of SAP experience preferred
Ability to troubleshoot and rapidly shift multiple priorities in a fast-paced environment
Independent thinker and a team player and work toward a collective goal
Exceptional customer focus and ability to build relationships

What you can expect from Barry Callebaut:

Competitive salary and comprehensive benefits package
Environment that welcomes workplace flexibility
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!
Ability to grow personally and professionally within an organization that values development and internal career growth
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.

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.

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

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