Senior Chocolate Customer Service Analyst, North & South LATAM

Barry Callebaut Manufacturing Iberica SA.; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading company in the chocolate industry is seeking a Senior Chocolate Customer Service Analyst for North & South LATAM. This role involves managing customer orders, optimizing processes, and ensuring excellent service while collaborating with various teams. The ideal candidate will have significant experience in customer service, fluency in English and Spanish, and a strong educational background in relevant fields.

Qualificações

• Minimum 5 years of proven experience in Customer Service functions.
• Mastery of SAP Order-to-Cash and Salesforce complaint management systems.
• Knowledge of incoterms, customs procedures, and revenue recognition rules.

Responsabilidades

• Manage a portfolio of key customers, ensuring excellent service.
• Optimize customer order management and compliance with SLAs.
• Implement improvements in the Order-to-Cash process.

Conhecimentos

Customer Service

Process Optimization

Communication

Problem Solving

Fluency in English

Fluency in Spanish

Formação académica

Higher education in Administration, Engineering, Economics, or related fields

Postgraduate or MBA in Project Management or Strategic Management

Ferramentas

SAP Order-to-Cash

Salesforce

Descrição da oferta de emprego

Select how often (in days) to receive an alert:

Senior Chocolate Customer Service Analyst, North & South LATAM

Location:

São Paulo, BR, 01310-100

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, with more than 12,000 passionate employees working in over 40 countries worldwide. We are very proud of who we are and what we do, and we are always looking for talented people to help us have a positive impact on our industry and beyond!

About the role:
The North & South LATAM Customer Service Senior will be responsible for managing a portfolio of key customers, ensuring excellent service through effective management of all process stages, from order entry, monitoring, meetings with customers, to final product delivery. The role includes day-to-day oversight of order management operations, focusing on process optimization and proactive order and delivery management.

Key responsibilities include:

• Organize and optimize customer order management in the North & South LATAM region, ensuring compliance with SLAs.
• Understand customer demand and identify opportunities to build the sales forecast.
• Suggest order optimizations focusing on containerization, efficiency, and cost reduction.
• Hold weekly meetings with key customers to ensure clear communication, prevent escalation, and align internally and globally.
• Implement improvements in the Order-to-Cash process, aiming for digitalization and automation.
• Support deployment of innovative solutions like B2B portals for order entry and process improvements.
• Manage complaints and returns effectively, identifying root causes and implementing preventive measures.
• Collaborate with Sales and Demand Planning teams to optimize sales forecasting and mitigate risks.
• Monitor KPIs and propose improvements to enhance customer service levels.
• Develop a customer-centric culture and foster a high-performance environment.
• Lead continuous improvement in Customer Service tools and applications.
• Manage the order cycle from entry to delivery follow-up, including order changes and splits.
• Drive service level improvements (OTIF) while controlling costs.
• Lead monthly pacing, analyze deviations, and ensure targets are met.
• Handle returns & complaints KPIs and root cause analyses.
• Partner with Demand Planning to develop and deliver collaborative forecasts.
• Lead initiatives involving VMI, EDI, and order processing, ensuring understanding and action to mitigate impacts.
• Manage customer issues and ensure resolution.
• Develop procedures, policies, and standards of care.
• Maintain accurate records of customer service actions and discussions.
• Analyze statistics and prepare reports.
• Support recruitment and training of the customer service team, fostering an empowering environment.
• Lead cross-functional projects under SAP and Salesforce guidelines.

Scope:

• Covering all business units in Chocolate and Beverage across 19 LATAM countries (excluding Mexico & Brazil), focusing on North & South LATAM operations.
• Coordinate direct sales across multiple regions.
• Own service level reviews and problem analysis for FM, GM, GCA, and Beverage, including crisis management coordination.
• Manage service-related countermeasures, follow-ups, controls, and escalation if necessary.

Qualifications:

• Higher education in Administration, Engineering, Economics, or related fields.
• Postgraduate or MBA in Project Management, Strategic Management, or related areas is a plus.
• Minimum 5 years of proven experience in Customer Service functions.
• Mastery of SAP Order-to-Cash and Salesforce complaint management systems.
• Knowledge of incoterms, customs procedures, and revenue recognition rules.
• Experience in credit management, logistics, and transportation.
• Fluency in English and Spanish.

At Barry Callebaut, we are committed to Diversity & Inclusion. We thrive on the diversity of our people and are dedicated to creating an inclusive environment where everyone can grow and feel they belong. #oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

Missing anything in this job ad? Please share your feedback here.