Customer Care Specialist

Kerry Kenya

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Customer Care Specialist

About 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

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 Service Officer 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. Apply order fulfilment methods in order to achieve accurate and efficient order processing. Perform in such a manner as to achieve the required Service rating towards the KPI's, through system knowledge, accuracy, attitude and proactive service. Identifying and implementing the business rules and procedures.

Create and enhance the buying experience of our customers through professional service using systems and applying processes. Provide support for queries, complaints and general enquiries by applying sound problem-solving abilities. Follow and apply order management procedures, tasks and administration, ensuring we follow through all orders to point of final customer receipt, meeting customer expectations. Provide a positive attitude and display a drive towards the continued success of the business.

Key responsibilities

Customer Support & Operational support

• Quotes and Pro-forma Invoice requests

• Sales order capturing or conversion.

• Changes to orders maintained.

• Weekly open order reports

• Providing full and concise feedback pro-actively

• Adhering to SLA’s and KPI’s per Kerry strategy

• Liaising with sites via cockpits on changes to orders or escalations

• OTIF management

• Build relationships with Key Account managers and sites to create a culture of inclusivity.

• Ensure we are adhering to business terms

• Apply knowledge of Inco-terms to all orders

• Understanding and following the export documentation requirement processes

• Understanding and applying country specific requirements i.e.: IDF, LC

Communication:

 Excellent communication and telephone skills, Should be fluent with French.

 Computer literacy - MS Office, Word, Excel, Internet Navigation. Ability to use ERP System preferably SAP and salesforce.

 Self-motivated and highly goal orientated.

 Attention to detail.

 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 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

Qualifications and skills

• Minimum of 3 years’ experience within export administration environment.

• Working Knowledge of SAP Software Applications

• Preferable experience in Salesforce

• Experience in handling customer queries

• Understanding order to billing process

• Understanding of Incoterms, Letters of Credit and Import Declaration Forms

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