Customer Care Manager South Africa (Hillcrest) at Kerry

About the Role:

The Customer Care Manager is a self-starter with ambition, vision and a commitment to excellence in a dynamic business environment, whose role is to achieve and sustain growth and drive efficiencies and improvements on a long-term basis in the Customer Care function. This role requires an experienced professional with a full understanding of the area of specialization, resolving a wide range of issues in creative ways.  Furthermore, the successful candidate will be able to demonstrate the ability to drive internal sales with full ownership of volume, revenue, and gross margin delivery through a combination of an in-field and in-office team. 

Key Responsibilities:

• Continuous development of service level standards, focused on response times and issue resolution, with a speed to market mentality that is aligned with Supply Chain’s core foundation of consistency, sustainability and communication
• Manage hiring, training, retention and performance of the Customer Care team
• Work effectively with all peers and stakeholders from Commercial / Sales, Finance, Supply Chain and Operations to negotiate and influence customer improvements, in turn driving a ‘sales through service’ mentality
• Ensure Customer Care activities / initiatives support and enhance the objectives of the organisation, including customer correspondence policies and strategies related to quality and efficiency of customer support
• Monitor business and process metrics to measure and manage the effectiveness of the Customer Care team
• Maintain in-depth working knowledge of the company’s brands, systems and processes
• Own and improve our Net Promoter Score through deliberate customer engagement actions and plans

Qualifications, Skills and Experience:

• Minimum requirement of a Bachelor's degree in a relevant field of study with at least 6 years’ experience of managing teams in the area of Customer Care / Sales Support for a global organisation 
• Customer care experience within a manufacturing background is essential 
• Strong strategic and customer focused mentality with a clear understanding of the wider issues impacting the relevant markets
• Proven relationship management experience at a senior, strategic level role
• Established track record of exceeding targets, in a quality-led, legislative-compliant environment
• Proven experience in leading and managing complex projects in a structured approach 
• Excellent English speaking and writing skills, proficient in other local languages an advantage
• In-dept knowledge and experience in the SAP ERP system

Competencies:

• Extraordinary customer-focus and service orientation 
• Advanced troubleshooting and multi-tasking skills
• Influential relationships skills - able to leverage relationships to deliver service improvements
• Demonstrated ability to motivate people, assess and develop employee skills  
• Positive, proactive, and energizing personality 
• Cultural awareness, understanding and effectiveness
• Resilient, able to work under pressure in a fast-paced environment