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:

Are you ready to lead a dynamic Customer Service team in a fast-paced environment? Join us as a Customer Service Team Lead, where you will be the key link between our company and customers, ensuring seamless transactions and exceptional service. If you are a motivated leader with a passion for customer service and a knack for driving continuous improvement, we want to hear from you. Apply now and be a part of our journey to excellence!

Key responsibilities: 

• Supervise and mentor a team of Customer Service Specialists.
• Maintain a high-quality work environment and motivate the team.
• Balance workload to ensure consistent service levels.
• Monitor data accuracy and provide constructive feedback.
• Foster positive relationships with customers and internal departments.
• Act as the first point of escalation for service issues.
• Support and lead improvement projects within Customer Service.
• Manage the entire order lifecycle in SAP, from entry to invoicing.
• Collaborate with Planning and Distribution teams to manage backorders and expedite shipments.
• Investigate and resolve customer complaints

About you:

• Bachelor’s degree or equivalent work experience (5+ years in a customer-facing role and 2+ years in a leadership role).
• Fluent in English and German, French, Dutch.
• Strong experience in the manufacturing or B2B environment.
• Proficiency in SAP, Excel, and PowerPoint.
• Exceptional communication and interpersonal skills.
• Solution-oriented mindset with strong analytical abilities.
• Ability to multitask and prioritize in a fast-paced setting.
• Motivated self-starter and collaborative team player.

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;
• As part of our work-life balance culture, we can start work between 7 am and 10 am;
• 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 and veggies to the office;
• You can purchase our sweet products with a special discount;
• Relax 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.