Customer Care Agent (Temporary)
Location:
Heule-Kortrijk, BE, 8501
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
The role of Customer Care Agent means offering efficient, quick, and friendly service to customers. Building strong relationships with the customer as well with internal stakeholders is crucial. You are the first point of contact for our customers by phone and email in regard to orders, price requests, personalization, general information and provide additional support where needed. The CCA operates in a shared mailbox shared with your colleagues of customer care and works closely together. You are responsible for the order transmittal and order processing.
Key responsibilities include
1. Provide clear answers to customer requests’ (general questions, prices…)
2. Entering orders into the ERP-system and follow-up closely together with planning and logistics departments
3. Reserve and allocate inventory if necessary
4. Send order confirmations to customers
5. Coordinate the customization and personalization requests and work closely together with the design department
6. Coordinate samples requests
7. Investigating complaints, help determine the root cause and communicate back to customers in a timely manner according to the SLA in close cooperation with the QA department.
8. Take part in the bi-weekly team meeting
About you
9. Bachelor's degree or equivalent through combination of education and experience
10. Good knowledge of English and Dutch, French is a plus
11. Basic knowledge of ERP systems in general (Navision or Business central is a plus)
12. Experience in food business is a plus
13. Experience in a customer-centric environment
14. Experience as customer service is a plus
15. Customer orientation and always maintain a positive and friendly tone with customers
16. Ability to multitask, prioritize, and manage time effectively
17. Good communication skills (written and verbal) for communication with customers, team members and management
18. Ability to work in a team and independently
19. Eager to help others
20. Detailed/ precise
21. Flexible
22. Always looking for solutions and continuous improvement
23. Customer-centric and positive mindset
24. Communicate clear, often and open
25. Manage stress and conflicts
26. Show openness to new ideas and fosters organizational learning