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.