Customer Service Collaboration Lead DACH (m/w/d)

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Customer Collaboration Lead DACH (m/w/d)

Location: Köln, DE, 50670

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!

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.

Travel to other Barry Callebaut sites within Western Europe will be required, occasionally.

Regular customer and supplier site visits will be required.

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 informationhere .

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