Customer Care Agent (Maternity Leave Cover)

Barry Callebaut Group; Barcelona; On-site; EUR 28,000 - 36,000; Full time

Job summary

Barry Callebaut Group is seeking a Customer Care Agent in Barcelona to manage chocolate and cocoa customer orders for the Iberian market. You will own the Order-to-Cash process end-to-end, from entry to invoicing, ensuring delivery on time and at the correct price.

You will be the main point of contact for customers, coordinating with Supply Chain, Sales, Logistics, Quality and R&D to resolve issues and deliver a reliable, customer-focused service.

Qualifications

• Bachelor’s or Master’s degree or equivalent higher education.
• At least 3 years in Customer Service/Customer Care, ideally B2B and preferably within the food industry.
• Strong customer service mindset and ownership to resolve issues.
• Solution-oriented and proactive, with ability to anticipate issues and find practical alternatives.
• Excellent organizational skills and attention to detail, with ability to manage multiple priorities.
• Comfortable in a fast-paced environment with changing priorities and operational pressure.
• Clear and confident communication with customers and internal stakeholders.
• Strong team player with cross-functional collaboration.
• Growth mindset and commitment to continuous improvement.
• Native Spanish speaker with proficient English, both written and spoken.
• Comfortable with IT systems; SAP ERP experience required; Salesforce/CRM advantageous.

Responsibilities

• Manage the end-to-end Order-to-Cash process, ensuring orders are delivered on time, in full and at the correct price.
• Manage all order-related activities in SAP, ensuring accurate order processing and confirming delivery dates based on stock availability, allocation rules, production capacity and lead times.
• Proactively monitor customer orders, identifying potential supply, stock, capacity or delivery risks and taking appropriate action to minimize their impact.
• Communicate proactively and transparently with customers regarding delays, shortages, capacity constraints or changes affecting their orders.
• Act as the customer's main point of contact, coordinating internally with Supply Chain, Sales, Logistics, Quality and other relevant departments to resolve issues and meet customer requirements.
• Manage customer service and product complaints, ensuring they are correctly registered in Salesforce, followed up internally and resolved within the expected timeframe.
• Build strong and sustainable customer relationships through proactive, clear and reliable communication.
• Identify opportunities to improve processes and customer experience, contributing to continuous improvement within the Customer Care team.
• Support the Sales team by combining a customer-focused mindset with commercial awareness when managing customer requests and operational constraints.

Skills

Customer service mindset

Communication skills

Ownership & accountability

Problem solving

Organizational skills

Education

Bachelor's or Master's degree

Tools

SAP ERP

Salesforce

Job description

About The Role

As a Customer Care Agent, reporting to the Customer Supply Chain Manager Iberia, you will be part of the Customer Care team, managing chocolate and cocoa customer orders for the Iberian market. You will take end-to-end ownership of the Order-to-Cash process, from order entry through delivery and invoicing, ensuring a high level of service and operational excellence. You will act as the main point of contact for your customers within Barry Callebaut, proactively managing their requirements and coordinating internally with key functions such as Supply Chain, Sales, Quality, Logistics and R&D. Your role will be key in ensuring a reliable, transparent and customer-focused service, anticipating potential issues and driving solutions whenever challenges arise. Please note that this is a temporary role, until July 2027 (maternity leave cover).

Key Responsibilities

• Manage the end-to-end Order-to-Cash process, ensuring orders are delivered on time, in full and at the correct price.
• Manage all order-related activities in SAP, ensuring accurate order processing and confirming delivery dates based on stock availability, allocation rules, production capacity and agreed lead times.
• Proactively monitor customer orders, identifying potential supply, stock, capacity or delivery risks and taking appropriate action to minimize their impact.
• Communicate proactively and transparently with customers regarding delays, shortages, capacity constraints or changes affecting their orders.
• Act as the customer's main point of contact, coordinating internally with Supply Chain, Sales, Logistics, Quality and other relevant departments to resolve issues and meet customer requirements.
• Manage customer service and product complaints, ensuring they are correctly registered in Salesforce, followed up internally and resolved within the expected timeframe.
• Build strong and sustainable customer relationships through proactive, clear and reliable communication.
• Identify opportunities to improve processes and customer experience, contributing to continuous improvement within the Customer Care team.
• Support the Sales team by combining a customer-focused mindset with commercial awareness when managing customer requests and operational constraints.

Your profile

• You hold a bachelor’s or master’s degree, or equivalent higher education.
• You have at least 3 years of experience in Customer Service / Customer Care, ideally in a B2B environment and preferably within the food industry.
• You have a strong customer and service mindset and are motivated to deliver an excellent customer experience.
• You demonstrate strong ownership and accountability, following topics through until resolution.
• You are solution-oriented and proactive, with the ability to anticipate issues and find practical alternatives.
• You have excellent organizational skills and attention to detail, ensuring accuracy while managing multiple priorities.
• You are comfortable working in a fast-paced environment, managing changing priorities and operational pressure.
• You communicate clearly and confidently and demonstrate positive assertiveness, both with customers and internal stakeholders.
• You are a strong team player and enjoy collaborating across different functions.
• You have a continuous improvement and growth mindset.
• You are a native Spanish speaker and proficient in English, both written and spoken.
• You are comfortable working with IT systems and digital tools.
• Previous experience with SAP ERP is required.
• Experience with Salesforce or another CRM system is considered an advantage.

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.