Customer Care Senior Specialist

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

Shift/Working Hours: 8:00AM - 5:00PM

 Relationship Management: 

• Build trusted relationships with our key Growth/Stars customers, offers solutions and drives service excellence consistently delivering a differentiated best in class experience to our key customers through knowledge, empowerment and partnership while enabling and encouraging increased customer loyalty, satisfaction and business growth.
• Actively leadership within stakeholders across organization and within team as SME (Subject Matter Expert)

Pro-active Order Management: 

• Manage and updated Re-Pri (Prioritization) process in SAP for team.
• Data management: run team reporting and analysis to drive elevated EX & CX experience.
• 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 Customer Care team, operating at cross enterprise level to ensure successful execution of customer’s orders while driving accountability & best outcomes for our key Growth/ Stars customers

Escalation Management

• Attend daily Control Tower Huddles 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.
• Responsible for customer data and systems accuracy to ensure successful execution of orders and requests

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 and providing regular updates to the Customer Care Team Manager

Key responsibilities

Communication Management:

• Provides professional, timely, reliable and consistent communication with our key Growth/ Stars 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 escalate/de-escalate customer issues and identifies customer solutions and keeps relevant commercial stakeholder informed timely.
• Act as intermediary between the Customer Care Specialist and Customer Care Team Manager reporting any issues.

Stakeholder Management:

• Active Leader within team driving collaboration, partnership, and building team camaraderie.
• Partners with our commercial teams & wider Customer Care team keeping them apprised of insights, issues and opportunities.
• Participates in customer calls, key business review meetings and presentations as requested.
• Develops strong relationships at a cross enterprise level, partner across all internal functions with a customer-focused mindset.

Knowledge Management:

• SME (Subject Matter Expert) on Processes and Systems for team
• Maintain up-to-date knowledge of products, customer businesses, processes and the marketplace. Demonstrating knowledge and expertise to create a positive experience for the customer.

 

The typical hiring range for this role is per hour is $31 to $34.00 and is based on several factors including but not limited to education, work experience, certifications. This position may also be eligible for a shift differential and/or overtime.  In addition to your pay, Kerry offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and retirement contribution (all benefits and incentives are subject to eligibility requirements). 

Qualifications and skills