Customer Care Specialist at Kerry

About the Role:

The Customer Care Specialist acts as a key contact between our customers and the Company. Displays a professional image of the company and provides a comprehensive service in a high performance, customer-focused environment. This individual will be required to perform at a high level by demonstrating excellent service performance and account management. The Customer Care Specialist will always be pro-active to customer requirements, (both internal and external) and manage customer requests efficiently and direct their efforts to maximise the customer experience.

Key Responsibilities:

• Maintain professional, timely and effective communication with our customers
• Apply order fulfilment methods in order to achieve accurate and efficient order processing
• Identifying and implementing the business rules and procedures
• Responsible for all aspects of account administration, account queries and commercial support
• Manage customer orders and requests in line with company procedures and propose improvements to procedures and processes, where possible, to improve efficiency and effectiveness
• Resolve service issues where possible by clarifying customer complaints, determining cause and seeking solutions and seeking support and escalating appropriately to Lead / Supervisor / Manager
• Create and enhance the buying experience of our customers through professional service using systems and applying processes
• Maintain up-to-date knowledge of products, customers, processes and suppliers
• Build strong relationships with the rest of the supply chain and all departments including the commercial team, work effectively with your Supervisor / Manager to improve the service to the customer
• Support the gathering of information to assist the implementation of improvements
• Remain fully flexible to meet business requirements and demands

Customer Support & Operational support

• Capturing of orders onto SAP
• Changes to orders maintained
• Sales order confirmations timeously sent
• Weekly open order reports
• Providing full and concise feedback pro-actively
• Going the extra mile to WOW customers
• Adhering to SLA’s and KPI’s per Kerry strategy
• Liaising with sites via cockpits on changes to orders or escalations
• Fully utilising Salesforce for all communication
• OTIF management
• Handling returns on SAP
• Build relationships with Key Account managers and sites to create a culture of inclusivity
• Ensure we are adhering to business terms
• Following processes and business terms

Communication:

• Excellent communication and telephone skills
• Strong interpersonal skills
• Ability to deal with conflict situations
• Dynamic team player
• Ability to work under pressure and follow through on tasks
• Ability to take ownership and apply knowledge with confidence
• Commitment to company vision, values, core philosophies and ethics
• Driving positivity and culture of team work

Problem solving and decision making:

• Analysis
• Judgement and Decision Making
• Reasoning
• Verbal and Written Communication (including Listening)
• Influencing and negotiation
• Professional and Technical Skills
• Motivating People
• Monitoring and measuring

Qualifications, Skills & Experience:

• Diploma/Degree in a related field of study with at least 3 to 5 years’ experience in a contact centre/customer service role, preferably in a manufacturing environment 
• Computer literacy - MS Office, Word, Excel & Internet 
• Ability to use ERP System preferably SAP and salesforce
• Experience in handling customer queries and problem-solving 
• Understanding order to billing process