Customer Service Specialist

Who We Are

At Lindt, we are a global fast-growing consumer goods company, enchanting the world with premium chocolate. We are driven by our passion for excellence and go the extra mile ensuring that every Lindt experience is nothing short of exceptional. Our collective efforts are geared towards making a positive impact, not only in the world of premium chocolate but also in the lives of our employees, customers, and communities. Our company embraces a culture defined by the core values of Excellence, Innovation, Entrepreneurship, Responsibility, and Collaboration, fostering a dynamic and collaborative environment where these principles drive our success.

Position Purpose:

The Customer Service Specialist is accountable for compliance, processing, and fulfilment of our customer's orders to maximize On Time, In Full-service levels. This is accomplished through effective workload management and collaboration to ensure our customers respect our policies and pricing, orders are processed timely and accurately, and we exceed our customer service expectations. This role engages across Sales and Supply Chain to ensure we meet or exceed our internal targets and customer's expectations.

Essential Job Functions & Responsibilities:

Customer Service:

• Accountable to provide Lindt's customers the best service possible on a day to day basis.

• Collaborate with Sales, Brokers, and Supply Chain teams to solve service challenges

• Responsible to track, respond, and solve order fulfilment and delivery issues that do not meet customer requests.

• Responds to Customer's, Broker's, or Sales' inquiries or order issues within 24 hours.

• Prepare order reports and status on a scheduled basis.

• Communicate/elevate any service or product allocation risks along with recommended resolution to stakeholders.

Order Processing:

• Processes orders in compliance with customer requirements and standard operation procedures for lead time and fulfilment.

• Processes orders in compliance with other internal standard operating procedures.

• Resolves order non-compliance issues within 24 hours (pricing, policies, order holds, EDI).

• Ensures orders, returns, and complaints are processed compliant to internal Lindt & Sprungli controls.

• Manage or escalate order exceptions related to pricing, product availability, and lead time.

Account Management

• Report and review daily, weekly, and monthly KPI controls and implement corrective actions to meet or exceed target goals.

• Create and maintain documentation and system integrity relevant to assigned accounts.

• Responsible for customer on boarding process including customer requirements and system set up.

• Identify and implement areas of improvement to OTIF (on time; in full)