Customer Care Agent (Maternity Leave Cover)

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 proactiv e, 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.