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Customer Care & Sensory Coordinator (Choc)

Location:

Gresik, ID, 61177

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

Sensory and Customer Care coordinator is responsible to ensure full compliance of Sensory Evaluation guideline in the factory by providing training and collaboration in sensory related subjects to the team. This position will work with the commercial for the complaint response, CAPA status, customer questionnaire and/or query so that the factory could provide feedback on timely manner. They will be the member of Quality Assurance Department at site level.

Key responsibilities include

+ Safety/Security/Hygiene :

+ Adherence of all safety, health and environmental procedures in accordance with company policies and standards.

+ Sensory Program Management – Compliance

+ Provide training on sensory program to the team (production/ process and R&D) to ensure awareness and implementation of sensory program.

+ Conduct gap analysis, monitor and evaluate effectiveness of sensory program in the factory and provide improvement suggestions.

+ Support Regional and Global Sensory Coordinator for any sensory related awareness training

+ Sensory Program Management – Analysis and Report

+ Organize and reporting the sensory testing of incoming raw material, Finished Good, or rework of regular product.

+ Analyze and report complaint cases and FTQ defects related to sensory

+ Analyze and report sensory evaluation status for NPI/PTF projects

+ Sensory Program Management – Management regarding Sensory Issues

+ Lead sites local QA for root cause analysis of sensory related complaint cases and FTQ defects.

+ Lead sites production/ process for optimized process setting to ensure specified requirements for sensory are met.

+ Customer Care & Complaint Management

+ Work with factory team to ensure on time response on any customer complaint & queries.

+ Provide feedback on customer query related to QA

+ Others – SAP Support/Power User

+ To be trained in SAP QM Module and support troubleshooting for QM Module related issue, when required.

About you

+ Bachelor or master in Food Science or Engineering, Chemistry, Microbiology, or equivalent

+ 3+ years of experience in Quality Assurance or Sensory related in an international food, pharmaceutical or feed company.

+ Experience in customer complaint or query handling

+ Experience in Sensory Evaluation Program

+ Experience in operating SAP system

+ Fluent in English both speaking and writing

+ Good command in Microsoft Word & Excel

+ Good understanding of FSSC22000, HACCP, BRC and/or related food safety requirements

+ Knowledge in Good Laboratory Practices

+ Willing to be located in Gresik

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.

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