Senior Customer Service Specialist Global Accounts

Location: Lodz, Łódzkie, PL, 90-530

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

As a pivotal link between our company and its valued customers, the Senior Customer Service Specialist holds a position of critical importance. Responsible for orchestrating all order-related activities, from initial customer setup to final delivery, this role ensures seamless transactions, impeccable service, and unwavering customer satisfaction. The Senior CSS's primary responsibility is executing the sales demand, by collaborating with the internal supply chain to ensure customer satisfaction.

A successful candidate will have experience managing high-volume B2B business. This position provides an opportunity to have a daily impact on our business and will regularly interface with our customers, Sales, and Supply Chain. The candidate must have a willingness to work through difficult situations and circumstances while keeping and portraying a professional disposition at all times.

Please note: This role operates on a rotating schedule, including weekends (one every six weeks) and bank holidays. As part of our commitment to providing excellent support for the UK&I market, our working hours are structured to ensure full coverage during business hours. The team operates in shifts starting at either 8:00 AM or 10:00 AM, with availability extending until 6:00 PM to accommodate customer needs effectively.

Key responsibilities:

• Establish and maintain positive working relationships with customers, co-packers, and all internal departments - act as the customer’s central contact within the individual portfolio assigned to you
• Provide accurate and timely communication including written correspondence, telephone, and electronic exchange to all internal and external customers
• Manage and take ownership of all incoming queries of your customers
• Build ample knowledge of the product portfolio
• Guarantee quality services, you have ample knowledge of the customer's activities and you are permanently building a good understanding and relationship with your custome
• Daily, complete a high volume of incoming orders into the SAP system accurately and promptly
• Follow orders through the system from the time of order entry through invoicing
• Manage and determine the appropriate method of order entry and shipment for accuracy and customer satisfaction
• Negotiate with Planning and Distribution teams for product availability expedite shipments and coordinate backorders
• Validate customer pricing, and alert the team of necessary contract modifications
• Register and follow up on customer and product complaints regarding services, billing, and issues resulting in the appropriate resolution and corrective action for the customer and Barry Callebaut.
• Utilize all available data sources to implement the most efficient and cost-effective logistical process for the delivery of products to external customers
• Take full ownership of your service to customers, customer-oriented at all time
• Managing the Tungsten invoicing system (overdue invoices management)
• Deep understanding of the financial processes across Europe
• Basic knowledge of all GCA customers across Europe
• Strong work ethic and supporting others
• Support the Team Lead on Operational Escalations and Team Back up planning
• Managing complex processes and escalations, support training of the team on this
• Be the poweruser and key tag for participating/ co-leading CI Projects

About you:

• Bachelor's degree or equivalent professional experience.
• At least 6 years of experience in a Customer Service role.
• Fluent English skills.
• Additional European language skills, particularly French or German, are an advantage.
• Manufacturing industry or B2B experience is strongly preferred.
• At least 5 years of SAP experience is preferred.
• Strong analytical, problem-solving, and organizational skills with high attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, interpersonal, and relationship-building skills.
• Customer-focused mindset with a professional approach to challenging situations.
• Self-motivated team player who can work independently and collaboratively.
• Flexible and adaptable to changing business priorities.
• Ability to transfer knowledge, support colleagues, and contribute to team success.

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits to the office.You can purchase our sweet products with a special discount.R
• elax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities. 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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