Customer Care Specialist

at  Kerry

QUALIFICATIONS AND SKILLS

• Experience: 3-5 years’ experience in a similar role
• Experience in customer service, account management or sales support, desirable if experience is in food, beverage or pharma sector
• Bachelor’s Degree or Masters Degree (or equivalent experience)
• Proven experience in senior key account management, preferably within the [Industry] sector.
• Strong leadership and team management skills.
• Exceptional communication and negotiation abilities.
• Strategic thinking and problem-solving capabilities.
• Results-driven mindset with a focus on achieving growth objectives.
• Strong client facing attitude with excellent communication skills [ written and verbal proficiency in English must].
• Working knowledge in SAP & Sales Force system is preferrable.
• Ability to multi-task, prioritize, and manage time effectively
• Industry awareness with sound knowledge of software, and usage of collaborative tools.
• Comprehensive understanding on Supply Chain process and challenges.
• Analytical ability with presentation skills
  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.
  Recruiter: #LI-RG1
  Posting Type: L

ABOUT THE ROLE

The Customer Support Specialist is the internal contact between Customer Care and the end to end supply chain, supporting delivery of a seamless customer experience for our customers. Responsible for Customer Care operational activities to ensure we are responsive to our customer’s needs delivering service excellence and an excellent customer experience. Demonstrating solution focused capability, superior data processing and analytical skills & excellent interpersonal skills underpinned by a customer centric mindset. With the ability to operate in a dynamic environment liaising internally across the end to end supply chain to drive best in class service whilst demonstrating enterprising spirit to serve our customers

KEY RESPONSIBILITIES

• Strategic Relationship Building: Develop and maintain strategic, long-term, and trust-based relationships with high-volume clients, driving organic growth and aligning with company objectives.
• Needs Analysis: Conduct in-depth research to understand and anticipate key customer wants and needs. Propose tailored solutions that address clients’ requirements.
• Delivery Excellence: Oversee the timely delivery of products to key clients, working closely with internal teams to ensure smooth operations.
• Client Liaison: Act as the primary contact point for key clients, facilitating seamless communication and collaboration between clients and internal departments.
• Issue Resolution: Handle customer complaints effectively, demonstrating a commitment to resolving issues promptly and maintaining client satisfaction.
• Feedback Loop: Gather, analyze, and communicate customer feedback on service quality, technology, and product delivery. Drive continuous improvement initiatives.
• Client Expansion: Identify and source new potential clients, exploring opportunities to expand the client portfolio.
• Performance Metrics: Measure, track, and analyze key account metrics to evaluate performance and drive strategic decisions.
• Strategic Reporting: Create comprehensive reports for senior management, summarizing key account activities, performance, and strategic insights.
• Collaborate closely with the production and warehouse teams to monitor inventory levels and ensure the availability of products for timely delivery.
• Market Insights: Stay informed about industry and market trends and incorporate best practices into client strategies.