Customer Care Specialist

at  Kerry

QUALIFICATIONS AND SKILLS

• Bachelor’s Degree
• Fluency (written and spoken) in Arabic is required.
• 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 non-Kerry 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

Knowledge Management:

• Maintain up-to-date knowledge of products, customer businesses, processes and the marketplace. Builds relationships with assigned customers, provides solutions, and continually delights them with a positive, customer-centric attitude

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 customer’s 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, customer-centric attitude. Provide professional timely, reliable, consistent and professional communication with internal and external customers.

KEY RESPONSIBILITIES

Pro-active Order Management:

• 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 customer’s 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.

Escalation Management

• Attend Control Tower Huddle daily and share relevant escalations to seek resolutions. Communicate and ensure responsiveness to the wider CC team.

Service Excellence:

• 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 customer’s requirements, communicate solutions and provide proactive resolution to achieve customer satisfaction.
• Proactive issue resolution and customer communications for post-sale activities.

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.
• 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 de-escalates 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.

Stakeholder Management:

• 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.

Knowledge Management:

• Maintain up-to-date knowledge of products, customer businesses, processes and the marketplace. Builds relationships with assigned customers, provides solutions, and continually delights them with a positive, customer-centric attitude.