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 the Customer Service Lead, your first responsibility is the management of the Customer Service Team Leads and Customer Service Specialists. Secondly, you are directly responsible for the customer complaints and continuous improvement and training teams. You will lead efforts to enhance our customer service operations and our customer satisfaction by identifying improvements, implementing best practices and strategies to address customer concerns. You will collaborate closely with stakeholders across multiple channels to ensure smooth operations and high levels of customer satisfaction. Additionally, you will provide guidance, coaching and support to ensure smooth customer service operations across and will ensure reliability, service quality and high performing team culture. The ideal candidate will possess strong analytical skills, leadership capabilities, and a passion for driving continuous improvement in customer service.
We offer:
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.
About you
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 the Customer Service Lead, your first responsibility is the management of the Customer Service Team Leads and Customer Service Specialists. Secondly, you are directly responsible for the customer complaints and continuous improvement and training teams. You will lead efforts to enhance our customer service operations and our customer satisfaction by identifying improvements, implementing best practices and strategies to address customer concerns. You will collaborate closely with stakeholders across multiple channels to ensure smooth operations and high levels of customer satisfaction. Additionally, you will provide guidance, coaching and support to ensure smooth customer service operations across and will ensure reliability, service quality and high performing team culture. The ideal candidate will possess strong analytical skills, leadership capabilities, and a passion for driving continuous improvement in customer service.
We offer:
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.
,[Lead cross-functional teams to identify areas for process improvement throughout the customer journey., Develop milestone plans outlining expectations for core team members., Monitor key performance indicators (KPIs) and metrics to measure the effectiveness of customer service operations., Voice over the improvement opportunities identified by your team members to the customer team., Identify & channel automation, technology, scope enhancement and improvements to drive yearly efficiency gains in line with customer service ambitions and in close collaboration with the customer team., Develop, implement, and promote best practice standards within the customer service department., Monitor key performance indicators related to customer complaints and continuous improvement efforts., Communicate effectively with senior management to provide insights on customer feedback and improvement opportunities., Foster a positive and collaborative work environment, promoting teamwork and knowledge sharing among team members., Play an active part in career development of Customer Service teams., Ensure implementation of a “mindset”, leading by example and creating a community of experts., Conduct regular workshops or seminars on continuous improvement methodologies to empower employees to contribute to process enhancements., Present findings and recommendations to senior management for strategic decision-making., Analyze data to identify trends, patterns, and areas requiring further attention., Build and maintain strong relationships with internal stakeholders, including department heads, subsidiaries, and senior management; act as point of contact and escalation for supply chain senior management., Collaborate with regional teams to ensure consistency in processes and foster a unified approach to customer service. Requirements: Logistics, Team management, Analytical skills Additionally: Sport Subscription, Private healthcare, Lunch card, Team Events, Annual bonus, Work-life balance, Life insurance, Discounts, Canteen, Bike parking, Playroom, Shower, Modern office, No dress code.