Customer Care Specialist - Kerry
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Job Description
Requisition ID 48274
Position Type FT Permanent
Recruiter #LIRG1
Posting Type LI
About the role
Act as the primary contact between the customer and Kerry delivering a world class customer experience for our customers. Respond consistently to our customers needs understanding that customer relationships are built on positive engagements outcomes and experiences. Demonstrate excellent customer service abilities and interpersonal skills the ability to operate in a dynamic customer centric environment providing consistent service to drive best in class service with the passion to support our customers.
Build trusted relationships with assigned Strategic and Core customers provide solutions and continually delights them with a positive customercentric attitude. Provide professional timely reliable consistent and professional communication with internal and external customers.
Key responsibilities
- Proactively manage the customer order management in line with agreed processes business terms and service levels responsible for all internal and external (customer) order management engagement resolution & communication.
- Coordinating with the wider CC team operating at cross enterprise level to ensure successful execution of customers orders while driving accountability & best outcomes for our customers.
- Demonstrates ability and willingness to take on additional responsibilities.
- Supports Customer Service Management activities including Customer Insights Customer Complaints and Customer Reporting and end to end case order management.
- Attend Control Tower Huddle daily and share relevant escalations to seek resolutions. Communicate and ensure responsiveness to the wider CC team.
- Responsible for all aspects of customer engagement & communication ensuring successful internal coordination of customer request management with timely resolution & responsiveness.
- Anticipate identifies and proactively resolve service issues by clarifying the customers requirements communicate solutions and provide proactive resolution to achieve customer satisfaction.
- Proactive issue resolution and customer communications for postsale activities.
- Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our service to make it easier and more valuable for our customers to do business with Kerry. Consistently exceeding our Global Customer Service KPIs.
- Responsible for customer data and systems accuracy to ensure successful execution of orders and requests
- Focuses on creating a positive experience for the customer.
- Experience in customer service account management or sales support desirable if experience is in food beverage or pharma sector
Communication Management:
- Provides professional timely reliable and consistent communication with our customers.
- Navigates internally within Kerry to ensure timely proactive resolution of issues queries claims and complaints providing a seamless experience.
- Manage customer communications related to service performance. Proactively communicates and deescalates customer issues and identifies customer solutions and keeps relevant commercial stakeholder informed.
- Communicates with supervisors on a regular basis. Demonstrating knowledge and expertise to create a positive experience for the customer.
- Partners with our commercial teams & wider customer care keeping them apprised of insights issues and opportunities. Participates in customer calls key business review meetings and presentations as requested.
- Develops strong relationships at a cross enterprise level partner across all internal functions with a customerfocused mindset.
Qualifications and skills
- Bachelors degree (or equivalent experience)
- A minimum of 2 yrs in a Customer Facing role
- Order to invoice experience in SAP.
- Experience in customer service account management or sales support desirable if experience is in food beverage or pharma sector
- Proficient in Microsoft applications.
- Ability to navigate multiple systems simultaneously.
Beware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a nonKerry email address or phone number. In addition Kerry does not currently utilise video chat rooms (e.g. Google Hangouts) to conduct interviews. Refuse any request that asks you to provide payment to participate in the hiring process (e.g. purchasing a starter kit investing in training or something similar). Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses. In addition any payments made by Kerry will be from official firm accounts bearing the Kerry name.
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Employment Type
Full Time
