Customer Service Sr Specialist

About the role:

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 role goes beyond transactional order entry and is designed for an experienced professional who understands manufacturing, planning constraints, commercial risk, and 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
• 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
• 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.