Customer Service Operations Lead DACH (m/w/d)

Customer Service Operations Lead DACH (m/w/d)

Location:

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 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 always looking for talented people to help us have a positive impact on our industry and beyond!

About the role:

The Customer Service Operations Lead based in the country implements the Customer Service strategy and is the main operational interface between GBS and local teams. The role secures fluidity & reactivity, focusing on all aspects of service delivery, process optimization, and service level agreements (SLAs). This professional oversees and drives the customer service operations and deliverables in close conjunction with Global Business Services, ensuring that the company’s customer service meets or exceeds set standards while playing a crucial role in customer satisfaction.

Key responsibilities:

1. Monitor and improve performance on service level agreements with customers; act as an ambassador in SLA adoption and adherence, welcome, analyze, and act upon feedback from the front lines in GBS as well as the local Voice of the Customer.
2. Review and implement innovative solutions to improve customer experience, such as setting up a B2B customer ordering portal and automating order promising and processing for local customers.
3. Collaborate with the customer service GBS team leaders in (re)organizing and (re)focusing the teams and workflows to be closer to the market.
4. Increase cross-functional collaboration through clear inter-departmental communication and resolve conflicts between departments.
5. Drive best practice adoption, resolve issues, and partner with local sales and supply functions to ensure exceptional service delivery.
6. Present status and progress reports in stakeholder meetings such as sales meetings.
7. Manage escalations and priority settings together with local sales, local collaboration lead, and the local Customer Supply Chain Manager.
8. Oversee daily order management operations and ensure a strong focus on delivering customer value in close collaboration with the GBS team leaders.
9. Identify development and training needs of the GBS Customer Services Specialists together with the GBS team leaders.
10. Directly and indirectly manage the performance of the Customer Service Specialists.
11. Collaborate with the Customer Excellence team and propose improvement initiatives.
12. Resolve customer issues and drive corrective, preventive actions to improve E2E performance in responsiveness and reliability.
13. Monitor KPIs, analyze performance, and identify areas for improvement, tracking progress.
14. Build a customer-centric culture.
15. Act as a trusted advisor, liaising with relevant stakeholders to address customers’ needs.
16. Reporting into and able to back up for the local Customer Supply Chain Manager.

About you:

1. Bachelor in business administration, management, or relevant field.
2. Minimum 5+ years of relevant experience in driving operational excellence through direct and indirect leadership.
3. Proficient in English; any other European languages are welcome.
4. Proven experience in customer service management.
5. Deep knowledge of the SAP Order-to-Cash process; Complaint & Requests management system (Salesforce case management).
6. Problem-solving through root cause analysis.
7. Experience in the credit control and cash collection process.
8. Knowledge of shipping and transportation activities.
9. SAP including analytics.
10. Power BI is an asset.
11. Microsoft Office: PowerPoint, Word, Excel.
12. Excel analytics.

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.

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