We are looking for a supply chain professional with strong customer-facing experience to join our team as a Customer Service Collaboration Lead. In this role, you will be responsible for driving continuous improvement in supply chain processes and delivering customer service excellence across key strategic accounts.
You will act as the primary liaison between Barry Callebaut and assigned strategic customers, ensuring the availability and proximity of chocolate and cocoa products to customer sites. Through close collaboration with internal and external stakeholders, you will enhance supply chain visibility, increase service levels, and lead operational planning initiatives for your country cluster.
Key Responsibilities
Customer Relationship & Collaboration
* Serve as the single point of contact between Barry Callebaut and assigned strategic accounts.
* Build strong relationships with strategic customers to understand their business needs and expectations.
* Represent the customer's voice in Barry Callebaut’s internal processes (e.g., S&OP, S&OE) and vice versa.
* Coordinate and lead regular service-level review meetings with customers.
Demand & Supply Planning
* Align and review short-term forecasts vs. customer orders (liquid and solid products).
* Receive, challenge, and improve the demand plan from strategic accounts to increase accuracy.
* Collaborate with Barry Callebaut Central and Local Planning Teams to develop and monitor a robust supply plan, including contingency planning.
* Create a joint supply plan with BC CSD and ensure its successful implementation.
Operational Excellence
* Monitor, analyze, and improve service level KPIs for strategic accounts.
* Ensure seamless supply chain execution by working closely with Production, Planning, and Customer Service teams.
* Promote best-in-class practices such as EDI and VMI across both organizations.
* Improve operational processes, including planning cycles, delivery frequencies, and data exchange methods.
Process & Performance Management
* Define, harmonize, and implement KPIs to support collaboration with strategic accounts.
* Ensure adherence to Service Level Agreements (SLAs) and partnership agreements.
* Lead the operational follow-up and implementation of customer-specific projects (e.g., seasonal campaigns, product launches).
* Drive end-to-end supply chain optimization and cost efficiency.
Qualifications & Experience
Education & Skills
* University degree (or equivalent) in Logistics, Supply Chain, or a customer-facing discipline.
* Fluent in German and English (additional languages are a plus).
* Proficient in Microsoft Office (Excel, Word, PowerPoint); advanced Excel/Google Sheets preferred.
* Working knowledge of SAP (particularly SAP Production, APO, BW); experience with OMP is an advantage.
Professional Experience
* 5+ years of experience in a customer-facing role within supply chain or logistics, preferably in FMCG.
* Solid understanding of demand planning, raw material planning, and production planning processes.
* Experience working with 3PL providers and understanding of their operations.
* Familiarity with S&OP environments and supply chain performance metrics (CSD KPIs).
* Exposure to commercial or customer service roles is desirable.
Core Competencies
* Strong stakeholder management and influencing skills.
* Analytical mindset with excellent problem-solving capabilities.
* High attention to detail and strong organizational skills.
* Ability to work independently and manage multiple priorities under pressure.
* Strong verbal and written communication skills.
* Comfortable working in cross-functional and cross-cultural teams.
* Able to build relationships remotely with international teams.
Leadership & Personal Attributes
* Self-starter with a proactive and solution-oriented mindset.
* Flexible, adaptable, and culturally aware.
* Team player with a collaborative working style.
* Able to maintain professionalism while contributing to a positive team atmosphere – a good sense of humor is welcome!
Additional Information
* This role requires occasional travel to Barry Callebaut sites and customer locations across Western Europe.
* You will be part of a dynamic, international team with opportunities to impact key customer relationships and drive continuous improvement across our European supply chain operations.