Customer Care Specialist - Kerry

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the Role:

The Customer Care Specialist acts as a key contact between our customers and the Company. Displays a professional image of the company and provides a comprehensive service in a high-performance, customer-focused environment. This individual will be required to perform at a high level by demonstrating excellent service performance and account management.

The Customer Care Specialist will always be pro-active to customer requirements, (both internal and external) manage customer requests efficiently and direct their efforts to maximise the customer experience.

Key Responsibilities:

• Maintain professional, timely and effective communication with our customers
• Apply order fulfilment methods to achieve accurate and efficient order processing
• Identifying and implementing the business rules and procedures
• Responsible for all aspects of account administration, account queries and commercial support
• Manage customer orders and requests in line with company procedures and propose improvements to procedures and processes, where possible, to improve efficiency and effectiveness
• Resolve service issues where possible by clarifying customer complaints, determining causes and seeking solutions and seeking support and escalating appropriately to the Lead / Supervisor / Manager
• Create and enhance the buying experience of our customers through professional service using systems and applying processes
• Maintain up-to-date knowledge of products, customers, processes and suppliers
• Build strong relationships with the rest of the supply chain and all departments including the commercial team, work effectively with your Supervisor / Manager to improve the service to the customer
• Support the gathering of information to assist the implementation of improvements
• Remain fully flexible to meet business requirements and demands

Customer Support & Operational support

• Capturing of orders onto SAP
• Changes to orders maintained
• Sales order confirmations timeously sent
• Weekly open order reports
• Providing full and concise feedback pro-actively
• Going the extra mile to WOW customers
• Adhering to SLA’s and KPI’s per Kerry strategy
• Liaising with sites via cockpits on changes to orders or escalations
• Fully utilising Salesforce for all communication
• OTIF management
• Handling returns on SAP
• Build relationships with Key Account managers and sites to create a culture of inclusivity
• Ensure we are adhering to business terms
• Following processes and business terms

Communication:

• Excellent communication and telephone skills
• Strong interpersonal skills
• Ability to deal with conflict situations
• Dynamic team player
• Ability to work under pressure and follow through on tasks
• Ability to take ownership and apply knowledge with confidence
• Commitment to company vision, values, core philosophies and ethics
• Driving positivity and a culture of teamwork

Problem-solving and decision-making:

• Analysis
• Judgement and Decision Making
• Reasoning
• Verbal and Written Communication (including Listening)
• Influencing and negotiation
• Professional and Technical Skills
• Motivating People
• Monitoring and measuring

Qualifications, Skills & Experience:

• Diploma/Degree in a related field of study with at least 3 to 5 years experience in a contact centre/customer service role, preferably in a manufacturing environment
• Computer literacy - MS Office, Word, Excel & Internet
• Ability to use ERP Systems preferably SAP and Salesforce
• Experience in handling customer queries and problem-solving
• Understanding the order to the billing process