Customer Care Manager, Beverages

Are you a passionate leader with a strong Customer Care background and professional experience from client and customer relationships?
Would you like to develop in a fast-growing innovation-driven company with high quality products and being the market leader?
If you can say yes to this and you are a high achiever, energetic and you love to show exemplary leadership and maintain the organization’s core values, then you are perfect fit for this role!
We are now looking for a Customer Care Manager, based in Kågeröd.
We are currently looking for a driven and ambitious Customer Care Manager for our Beverage business unit.
Successful candidates make contributions with providing service and support along the customer journey. You will work very closely with the sales and marketing team, supply chain team, logistics, quality and other stakeholders to provide realistic, reliable and innovate service to our customers. You are the link between our business and the customers on a daily basis.
We expect exemplary leadership and maintaining the organization’s core values.
As the business grows, the ideal candidate is an energetic team player who will bring the voice of customers back to the business and translate that to feasible actions with cross functional teams.
You will be part of our mission in making sustainability the norm through Forever Chocolate with priorities centered around prospering farmers, zero child labor, carbon and forest positive, and creating 100% sustainable ingredients in all of our products.
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!
With over 190 years of chocolate drink experience and 3 factories in Europe, Barry Callebaut Beverages is the world’s leading manufacturer of specialty cocoa and high-quality milk-based solutions. Uncover the unique machine functionality of all our products. The beverage development center of Barry Callebaut is located outside Helsingborg, Sweden. There, powder drinks are developed and manufactured for a global market. The focus is on chocolate and coffee, but also tea and milk products are in the assortment. The products are marketed under brands such as Ögonblink, Van Houten, Caprimo, Bensdorp and Le Royal.
KEY RESPONSIBILITIES
The Customer Care Manager leads the customer service function and is responsible for the Customer Service strategy in the Beverage Business area.
You collaborate with the organization to develop, implement, and execute customer service practices to increase and maintain customer loyalty and contribute to the financial results of the company.
You are expected to develop and implement strategies that will meet the organizational goals, help manage daily activities of team members for the growth of the organization, making necessary observations on the job and suggesting solutions to emerging problems.
· Liaise with other functions (particularly in Supply Chain, Marketing and Sales) to ensure that customer service strategies and activities are integrated with other parts of the business and align with the overall corporate objectives.
· Align and coordinate foil changes with Marketing, Customers, Sales, Supplier and Planning.
· Ensure the SAP integration (ongoing with go-live date May 2022) is secured for Customer Care
· Align with central Customer Care organization on ways of working and exchange of best practices
· Secure and coordinate with central Customer Care organization the handling of Beverages products and customers in regions applicable.
· Track service related KPIs monthly, follow up with RCA where applicable and implement improvements
· Support central customer feedback survey incl follow-up results with customers
· Performance of Special Projects and other duties as assigned
REQUIRED ACADEMIC & TECHNICAL QUALIFICATIONS
Professional qualifications
● Bachelor's Degree in Business, Operations or in related field
● At least 5 years of experience in customer service, preferably in a food/manufacturing company and as line manager
● Experience in managing operational relationship with 3rd party service providers in combination with integrity and business sense. Awareness of contractual obligations and requirements.
● Working and delivering against (tight) deadlines in a manufacturing / production environment. Experience from the Food Industry is a plus.
● Solid knowledge and understanding of ERP and MRP systems, and the ability to learn new software systems quickly
● Must be fluent in Swedish and English, German language is an advantage


Are you our next talent to join our Beverage Team?