Customer Care Support Specialist

2-3 years
10 days ago
Job Description

About the role

6months Maternity Coverage

Key responsibilities

Order Management Processing: Manage and process customer orders in line with agreed processes, business terms and service levels. Responsible for data and system accuracy ensuring successful execution of customer's orders & returns collaborating effectively with the relevant team members in regions while adhering to strict deadlines to achieve best outcomes.

Operational Service Delivery: Responsible for managing relevant customer & internal requests Salesforce requests, reporting requirements, master data management, credit returns and related system maintenance with timely processing, & accuracy. Anticipate, identifies and proactively resolve issues by clarifying requirements, determining solutions to provide proactive resolution to achieve service excellence and adhere to operating procedures.

Performance Management: 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 KPI's and Internal Service Performance SLA's.

Communication Management: Provides professional, timely, reliable and consistent updates and information sharing with internal stakeholders and team members. Navigates internally to ensure timely proactive resolution of issues, queries and complaints providing a seamless experience. Proactively communicates and de-escalates related issues and identifies solutions and keeps relevant internal contacts in region informed.

Relationship Management: Partners with wider customer care teams in region & builds trusted relationship through positive engagement keeping them apprised of insights, issues and opportunities. Participates in relevant calls, meetings and presentations as requested. Develops strong relationships at a cross enterprise level, partner across function with a customer-focused mindset.

Qualifications and skills

  • Bachelor's Degree, Diploma/Post Graduate Diploma or Professional Degree Business
  • Minimum 2-3 years working experience customer operations/ order to invoice/ data management role
  • Proficient in Microsoft Office
  • Knowledge and skill in SAP ECC & MDG and Salesforce system is a must
  • Communication skills - verbal and written
  • Interpersonal skills
  • Comprehension, analytical and problem-solving skills
  • Attentive to details and accuracy
  • Adaptability
  • Team player who is enthusiastic and demonstrates customer focus
  • Initiative
  • Ability to abide to agreed KPI/SLA

Job Source:

At Kerry, we are proud to provide our customers &#8211&#x3B; some of the world&#8217&#x3B;s best-known food, beverage and pharma brands &#8211&#x3B; with the expertise, insights and know-how they need to deliver products that people enjoy and feel better about consuming.Kerry is a company rich in heritage and resources. Over the past five decades, our focus on changing lifestyles, the globalisation of food tastes and ever-evolving consumer needs has brought us to a market-leading global position. we are firmly established as a world leader in the food, beverage and pharma industries, with 22,000+ staff and 150+ innovation and manufacturing centres across 30+ countries.

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