Customer Care Agent

Customer Care Agent

Location: Banbury, OXF, GB, OX16 3UU

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!

To be a Customer Care Agent at Barry Callebaut means working closely with some of the biggest clients in the food sector. Our agents go above and beyond to build strong associations with the key accounts and support them as a single point of contact for their daily order management activities.
Each member of the team is assigned their own selected portfolio of clients and becomes the internal voice of the customer and is responsible for managing the relationship with internal departments. They are experts in resolving issues, assisting customer orders and handling all inbound enquiries coming into the business.
As a result of our continued growth, we’re looking to recruit a Customer Care Agent to join us in Banbury. If you have a true passion for customer service and thrive working in a fast-paced environment, then we’d love to hear from you!
Key Responsibilities

• Handle inbound calls and proactively determine the appropriate method of communication and solution.
• Dealing with queries and complaints including service issues, payments queries, invoice queries alongside product and QA cases in accordance with current KPIs.
• Regular customer contact with both in and outbound (daily, weekly, monthly) meeting virtually and face to face as required.
• Timeframes - to ensure invoices are paid promptly and outstanding invoices are managed.
• Utilising daily reports and trackers
• Ensure customers’ requirements are understood, communicated and resolved within the set time frames.
• Liaise with our internal pricing and sales teams to initiate contract discussions with customers that will allow for orders to be processed correctly.
• Manage the backorder process through the utilisation of reports and face to face conversations with relevant internal stakeholders.
• Record customer queries and complaints, ensuring follow through to conclusion is at a high standard, within required time frames.
• Demonstrating a conscientious approach and attention to detail throughout the order to cash process.
• Create a productive working relationship with colleagues, customers and all internal departments.
• Attend customer site visits when required and develop relationships with key client stakeholders.
• Prepare and provide information for customers’ calls.

Qualifications & Experience

• Exceptional customer focus and ability to build relationships.
• Ability to work effectively as a team player, in a collaborative and supportive manner.
• Build sustainable relationships of trust through open and interactive communication.
• Used to working in a high volume, fast-paced, ever-changing environment.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritise and manage time effectively.
• Excellent problem-solving skills and their ability to support customers along their journey.
• Experience with SAP or Salesforce will help, but we’re offering training on both systems.

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.

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