Customer Care Support Specialist at Kerry Group

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Order Management, Data Management, Salesforce, SAP ECC, SAP MDG, Microsoft Copilot, Order Automation, Customer Service, Operational Excellence, Issue Resolution, RPA, Reporting, Process Improvement, Relationship Management

Industry

Food and Beverage Services

Description

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 This role manages end‑to‑end order processing, ensuring accurate data, timely order execution, and proactive issue resolution. It supports operational excellence and automation initiatives while collaborating with cross‑functional teams. Work Location 1Powerhouse, PJ Reporting To Customer Care Support Team Lead Working Hours 2.00PM – 11.00PM 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, and 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. Continuous Improvement 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. Relationship Management Partners with wider customer care teams in region and relevant department or functions & 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. Order Automation & Continuous Improvement Support order automation by maintaining high quality customer master data, supporting OCR training, onboarding customers to automation platforms, and tracking and resolving automation defects to improve efficiency, accuracy, and service delivery. Qualifications and skills Bachelor’s Degree, Diploma, Post‑Graduate Diploma, or Professional Qualification in Business or a related field. Preferably 2–3 years of experience in customer operations, order‑to‑invoice processes, data management, RPA, or order automation. Fresh graduates are also encouraged to apply. Proficiency in Microsoft Copilot or similar AI‑powered productivity tools. Familiarity with SAP ECC, SAP MDG, and Salesforce platforms.

Responsibilities

The role involves managing end-to-end order processing, ensuring data accuracy, and executing orders within service level agreements. It also requires proactive issue resolution, supporting automation initiatives, and maintaining strong relationships with cross-functional teams.