Customer Care Agent
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Transatlantic Cost of Living & Purchasing Power Benchmark
Position Overview & Specifications
Customer Care Agent
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!
- Handle inbound calls and proactively determine the appropriate method of communication and solution.
- Dealing with queries and complaints including service issues, payments queries, invoice queries alongside product and QA cases in accordance with current KPIs.
- Regular customer contact with both in and outbound (daily, weekly, monthly) meeting virtually and face to face as required.
- Timeframes - to ensure invoices are paid promptly and outstanding invoices are managed.
- Utilising daily reports and trackers
- Ensure customers’ requirements are understood, communicated and resolved within the set time frames.
- Liaise with our internal pricing and sales teams to initiate contract discussions with customers that will allow for orders to be processed correctly.
- Manage the backorder process through the utilisation of reports and face to face conversations with relevant internal stakeholders.
- Record customer queries and complaints, ensuring follow through to conclusion is at a high standard, within required time frames.
- Demonstrating a conscientious approach and attention to detail throughout the order to cash process.
- Create a productive working relationship with colleagues, customers and all internal departments.
- Attend customer site visits when required and develop relationships with key client stakeholders.
- Prepare and provide information for customers’ calls.
- Exceptional customer focus and ability to build relationships.
- Ability to work effectively as a team player, in a collaborative and supportive manner.
- Build sustainable relationships of trust through open and interactive communication.
- Used to working in a high volume, fast-paced, ever-changing environment.
- Excellent written and verbal communication skills.
- Ability to multitask, prioritise and manage time effectively.
- Excellent problem-solving skills and their ability to support customers along their journey.
- Experience with SAP or Salesforce will help, but we’re offering training on both systems.
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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Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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