Business Analyst, Customer Service

Business Analyst, Customer Service

Barry Callebaut Malaysia Sdn Bhd | Petaling Jaya, 10, MY

Posted a month ago

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We are looking for a Business Analyst, Customer Service to join our young, dynamic team in 1 Powerhouse, Bandar Utama City Center, Petaling Jaya. The Business Analyst, Customer Service (The Analyst) is responsible for monitoring and analyzing the supply and demand of Barry Callebaut APAC’s Cocoa business’ order and shipment activities, and provide the outcome to the business stakeholders. The Analyst is a key contributor in advising the Region to optimize its production levels to meet customer demands.

In addition to data analysis, the role will facilitate and improve customer service related activities via upfront order categorization, ensuring timely and accurate order creation, gatekeeping of order creation according to available capacity, improved report visibility of customer's shipment, contracts status, provide actionable information for business stakeholders, propose and monitor compliance against agreed internal, customer SLAs.

The candidate must collaborate with various stakeholders and have a willingness to work through difficult situations and circumstances while keeping and portraying a professional disposition at all times. The Analyst will report to the Customer Service Manager.

Key responsibilities include:

Contribute to strategic planning and decision-making at the regional level by providing timely, meaningful analysis which are steered towards the organization’s overall vision and its current/long-term business objectives. This shall include the following analysis activities:
Analyze data by collecting data from different sources, monitoring and creating operational models for decision support
Improve business operation by analyzing results; monitoring variances; identifying trends; recommending actions to management,
Compare and analyze actual results with plans
Recommend actions by analyzing and interpreting data and benchmarking
Monitor and coordinate order management at the point of order creation by customer service, ensuring timely and accurate order categorization according to available capacity
Work closely with CS, Sales leads and Site Supply Planners to have shared visibility of order categorization and prioritization based on business rules
Prepare and improve report visibility of customer's shipment, contracts status, provide actionable information for customer service
Prepare and circulate customer specific dashboard, provide actionable insight to internal stakeholders
Monitor and report on defined KPIs, identify, develop and implement continuous improvement measure based on internal & external customer feedback
Collaborate with various internal stakeholders on improving processes and providing analysis on a regularly/ad hoc basis, recommending action
Increases productivity by developing automated processes, coordinating information requirements, automated reporting and tool
Support on projects & customer collaboration initiatives
About you;
At least 7+ years’ experience in multinational company specializing in Supply Chain / Logistics Analysis and Planning, Process Improvement or Order to Cash management, preferably in manufacturing
Proficiency in MS Office Suite especially with Microsoft Excel is required; familiarity with data query/data management tools extremely helpful (SAP BW, BO)
Dashboard, data visualization (e.g. PowerBI) and programming experience will be a strong advantage.
Able to think out of the box and strives for continuous improvement
Must have strong analytical (quantitative as well as qualitative) skills including building models, prior data mining and on line market research
Self-starter with the ability to streamline functions and passion to learn and grow
Team player with excellent communication and presentation skills and be comfortable interacting with management level. Must be fluent in English
The Business Analyst, Customer Service role provides excellent learning and interaction opportunities with the regional and group management team.

Additional Information

Senior Executive


Bachelor's Degree, Post Graduate Diploma, Professional Degree

Barry Callebaut is the heart and engine of the cocoa and chocolate industry. Our broad range of products and services span all aspects from cocoa sourcing to fine chocolate products, which are loved by people of all ages worldwide. We are passionate about our business and work hard every day to ensure that there is enough chocolate in the world. Nothing is more important to our success than the combined expertise of more than 11,000 Barry Callebaut employees around the world. Our international focus in the fascinating world of cocoa-growing and chocolate are the colorful backdrop for our many functions across a wide range of disciplines. In addition to sharing a passion for chocolate, Barry Callebaut employees live our other corporate values every day - customer focus, entrepreneurship, integrity and team spirit. We are committed to making sure that they have the right skills, know-how and deep understanding of our customers and their needs. Engaging and developing our employees is the key to our success. Because our business focus is so broad, the scope of career opportunities within Barry Callebaut can cover many functional areas. 

Additional Company Information

Registration No.


Company Size

201 - 500 Employees

Manufacturing / Production

Benefits & Others

Dental, Medical, Parking, Regular hours, Mondays - Fridays, Casual (e.g. T-shirts)