Customer Service Collaboration Lead
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!
- Define & identify criteria and ensure KPI harmonisation is implemented for collaboration with strategic account(s).
- Holding regular service level KPI review meetings.
- Monitor service level KPIs and drive improvements.
- Promote dual understanding, and implementation, of best supply chain practices within both organizations (EDI, VMI,etc..)
- Optimize service and forecast performance for strategic customer(s) through the close collaboration with the Customer Service Operations Lead and CSC Manager.
- Create a supply plan with BC CSD and identify issues for strategic account(s).
- Receive, review and challenge demand plan from strategic account(s) with a common goal to improve accuracy.
- Prepare, coordinate and follow-up on actions from demand and supply, set up operational follow-up meetings with strategic account(s).
- Work with BC Central Planning Team to ensure the definition, and implementation, of a meaningful supply plan (site contingency).
- Inform about the inventory strategy & receive FP inventory levels from the customers
- Validate strategic account short term forecasts vs orders (liquid and solid products) and drive up accuracy in function of finished goods sales, promotions, new launches/projects, seasonal campaigns.
- Set up interaction model, agree on rules and implement contract from supply point of view.
- Represent strategic account(s) (being the customer voice) in the BC S&OP processes, local S&OE etc, including BC representation (BC's voice) in the strategic account(s) planning meetings.
- To act as and be a single point of contact for BC strategic account(s) & strategic account(s) BC; specifically in leading, supporting and pushing for solutions to ensure service excellence is met.
- Forging close proximity with strategic account(s), both externally with the customer and internally at BC within the Sales Organisation.
- Improve processes, ways of working and collaboration between BC & Key Account(s) through end to end optimisation / Supply Chain by reviewing processes & WoW between BC & and strategic account(s). (EG planning cycles, VMI, EDI, delivery frequencies, etc.)
- Responsible and accountable for ensuring BC’s SLA &/or strategic account(s) partnership agreement is implemented & adhered to. Ensuring both BC & Strategic account(s) is held accountable through regular service review meetings and reporting.
- Degree or equivalent in a logistics/planning/customer facing discipline.
- 5+ years’ experience of working within a customer facing environment (within Supply Chain.)
- Excellent working knowledge of Excel, SAP and related planning tools (APO, SAP, BW) OMP experience preferred but not essential.
- Excellent working knowledge of SAP Production.
- Working knowledge of MS applications such as Power Point & Word.
- Proficient in English & local language, any other European languages are welcome.
- FMCG Experience essential along with customer facing experience.
- Experience working in other supply chain, customer facing & commercial roles preferred.
- Exposure to transport planning, raw material planning & demand planning.
- Understanding and experience working in an S&OP environment.
- Understand production planning process.
- Basic understanding on inventory and deployment planning process for raw materials.
- Good working knowledge of CSD KPIs.
- Understanding and experience of 3PLs structure / interaction.
- Strong skills in data collection.
- Strong communication skills.
- Ability to engage, negotiate and influence across departments/companies.
- 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.
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.
Were you missing anything in this job ad? Please share your feedback with us by clicking here.