Customer Collaboration Lead DACH
We are looking for a professional with customer facing experience, responsible for driving continuous Supply Chain process improvement & Customer Service Excellence (incl. supply & demand mgmt), through peer-to-peer collaboration with all stakeholders, both within BC and strategic account(s).
You will be responsible for securing the availability & proximity of chocolate & cocoa to assigned accounts / sites and fulfilling a linkage role in the communication between both BC & said strategic account(s.) Increase visibility throughout the end-to-end supply chain, including monitoring & increasing service levels for the specific country cluster.
You will act as a link between both BC & strategic account(s) driving the customer service operations and deliverables in close conjunction with Global Business Services. (GBS)
Responsibilities
- Act as the single point of contact between BC and strategic account(s), representing both voices in planning and decision-making processes.
- Set up and implement an interaction model and supply-related contractual agreements.
- Forge close internal (BC) and external (customer) relationships to ensure alignment and service excellence.
- Define, align, and implement service level KPIs across both organizations.
- Hold regular service review meetings to monitor performance and ensure SLA compliance.
- Drive continuous improvement based on KPI insights.
- Receive, review, and challenge demand plans to improve forecast accuracy.
- Coordinate with BC CSD and Central Planning to create and implement robust supply plans, including contingency strategies.
- Validate short-term forecasts vs. actual orders (including launches, promotions, seasonality).
- Inform customers about inventory strategies and align on finished goods inventory levels.
- Collaborate with Customer Service Operations Lead and CSC Manager to optimize service and forecast performance.
- Coordinate with local BC Production and Planning teams to ensure supply continuity.
- Set up and lead regular demand & supply meetings with strategic accounts.
- Promote and implement best practices across both organizations (e.g. EDI, VMI).
- Improve end-to-end supply chain collaboration and processes (e.g. planning cycles, delivery frequencies).
- Review and enhance ways of working between BC and strategic accounts for greater efficiency and alignment.
Qualifications
- Degree or equivalent in a logistics/planning/customer facing discipline.
- 5+ years’ experience of working within a customer facing environment (within Supply Chain.)
- Excellent working knowledge of Excel, SAP and related planning tools (APO, SAP, BW) OMP experience preferred but not essential.
- Intermediate / advanced excel / google sheets.
- Excellent working knowledge of SAP Production.
- Working knowledge of MS applications such as PowerPoint & Word.
- Proficient in English & German.
Travel to other Barry Callebaut sites within Western Europe will be required, occasionally.
Regular customer and supplier site visits will be required.
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