Senior Director, Global Customer Service Location: Zurich, CH, 8005 Lebbeke-Wieze, BE, 9280 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! About the role The Senior Director, Global Customer Service will be accountable for establishing the standards and process for the customer service function and define the measurement for service levels. The role will provide functional leadership to the regional customer service organizations, collaborate with Regional Supply Chain leaders, Commercial Excellence team and the Global account leaders for the top 25 accounts to provide best in class service experience and foster strategic partnerships. The role is a key and integral part of the Global Supply Chain leadership team. Key responsibilities include + Direct the execution of strategic initiatives and operational plans and ensure performance objectives are met + Partner with the Global Account Managers for the top 25 accounts to deepen the relationship and provide leadership to Supply Chain collaboration efforts + Develop the processes and set the standards for Customer Service for implementation in the region ​ + Develop SLA's for our customers with commercial excellence including lead times, frozen horizon etc. + Standardize ways of working across regions and improvement roadmap ​ + Creates definition and measurement for various CS KPIs, e.g. Service level ​ + Contributes to the development of the commercial strategy for Top 25 accounts ​ + Responsible for developing customer specific supply strategies and improvement plans for GCA customers​ + Coordinates the BCP development and upkeep with all the regions ​ + Prepares for periodic reviews with the top commercial accounts + Responsible for compliance + Conduct research and analysis on industry trends, customer feedback, and competitive intelligence to inform strategic decision-making. + Participates in Global committees to stay up to date with current market trends + Identify and address operational inefficiencies, bottlenecks, and challenges, proposing innovative solutions and process enhancements + Prepare and deliver executive-level presentations, reports and communications About you + Degree in Business, Supply Chain, Commerce, or equivalent + Familiarity with Lean or Six Sigma methodologies + Proven track record of successfully managing cross-functional projects and driving operational excellence + Strong understanding of supply chain & customer service principles, best practices, and industry trends + Experience in FMCG companies + Exceptional analytical and problem-solving skills, with the ability to translate data into actionable insights + Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization + Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple initiatives simultaneously + Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and business needs + Fluent in English 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. Were you missing anything in this job ad? Please share your feedback with us by clickinghere (https://app.talenthub.io/feedback/ad81b0fb66d2416990060452e7511e45?default\_lang=en) .