Customer Service Specialist ME

Barry Callebaut Manufacturing Iberica SA.; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading chocolate manufacturer based in Dubai is seeking a Customer Service Specialist to manage customer orders and improve service processes. The ideal candidate has over 5 years of experience in customer service or order management, proficiency in SAP, and excellent communication skills. This role requires strong analytical abilities and a proactive approach towards customer satisfaction.

Qualifications

• 5+ years of experience in customer service or order management, preferably in manufacturing.
• Strong attention to detail with the ability to resolve issues.
• Fluent in English; French or Arabic is a plus.

Responsibilities

• Manage customer orders from receipt to delivery.
• Act as primary contact for customer inquiries regarding order status.
• Maintain and update order management systems with accurate information.
• Monitor and analyze key performance metrics.

Skills

Customer service

Order management

Analytical skills

Communication skills

Problem-solving

Education

Bachelor’s Degree in Supply Chain Management, Business Administration, or related field

Tools

SAP

Microsoft Office

Power BI

Job description

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

We are seeking a qualified candidate to join our company as the Customer Service Specialist ME, based in Dubai. This role will be responsible for managing customer orders and supporting continuous improvement initiatives within the Regional Supply Chain team. Reporting to the Customer and Supply Chain Manager MEA, the Customer Service Specialist will act as a key contact for all order‑related matters, ensuring timely and accurate processing of customer orders and enhancing the overall customer experience.

The successful candidate will collaborate with internal stakeholders, such as logistics, sales, and supply chain teams, to resolve order issues and contribute to the continuous improvement of customer service processes. This role also involves maintaining accurate order documentation, handling customer inquiries, and proactively identifying opportunities to optimize processes and improve service levels.

Key Responsibilities Include:

• Manage customer orders from receipt to delivery, ensuring accuracy and compliance with company policies.
• Act as the primary contact for customer inquiries regarding order status, delivery schedules, and product availability.
• Resolve order‑related issues by coordinating with internal teams to ensure customer satisfaction.
• Maintain and update order management systems (SAP/Salesforce) with current information and customer records.
• Monitor and analyze key performance metrics to identify trends and improvement opportunities.
• Collaborate with cross‑functional teams to drive process optimization and enhance the overall customer experience.
• Organize and maintain process documentation to support continuous improvement efforts within the customer service team.
• Ensure compliance with service level agreements (SLAs) and contribute to achieving performance targets.

About You:

• Bachelor’s Degree in Supply Chain Management, Business Administration, or a related field.
• 5+ years of experience in customer service or order management, preferably within the manufacturing or supply chain industry.
• Proficient in order management systems (SAP) and Microsoft Office tools, with knowledge of Business Intelligence tools (Power BI) being a plus.
• Strong analytical skills and attention to detail, with the ability to identify and resolve process issues.
• Excellent verbal and written communication skills in English, French or Arabic are a strong plus.
• A proactive and customer‑focused approach, with the ability to work through challenging situations while maintaining professionalism.
• Strong organizational skills and the ability to manage multiple tasks in a fast‑paced environment.
• Ability to work independently and collaborate effectively with cross‑functional teams.

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.