Customer Care Engagement Specialist

at  Kerry

ABOUT THE ROLE

Reporting to the NZ Supply Chain Manager you will be the primary contact with Kerry’s Key Strategic Customers, to deliver a world class customer experience by providing professional communication, building trusted relationships with our internal & external customers as well as partner with our Account Managers to keep them updated on insights and opportunities.
Work Location : Otahuhu - Auckland
Reporting to : Supply Chain Manager

KEY RESPONSIBILITIES

• Build trusted relationships, offer solutions and drive service excellence by consistently delivering a best-in-class experience to our customers through knowledge, empowerment and partnership while enabling and encouraging increased customer loyalty, satisfaction and business growth.
• Pro-active Order Management by managing customer orders in line with agreed processes, business terms and service levels.
• Attend daily Team Huddles to share relevant escalations to seek resolutions.
• Proactively resolve service issues by clarifying the customer’s requirements, communicate solutions and provide proactive resolutions to achieve customer satisfaction.
• Responsible for customer data and system accuracy to ensure successful execution of orders and requests
• 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.
• Act as an intermediary between the Manufacturing Plants and Commercial Team to ensure timely resolution of issues, queries, complaints.
• Partner with the Kerry Commercial Teams by keeping them up to date of insights, issues and opportunities.
• Demonstrate knowledge and expertise to create a positive experience to our customers by maintaining up-to-date knowledge of products, customer businesses, processes and the marketplace.Manage the complaint process in line with agreed service levels ensuring timely resolution & response to Customers.