Customer Care 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

Build trusted relationships with assigned Strategic and Core customers, provide solutions, and continually delights them with a positive, customer-centric attitude. Provide professional timely, reliable, consistent and professional communication with internal and external customers. Partner with Account Managers to keep them apprised of insights, issues and opportunities.

 

Pay Rate/Hourly Rate/shift differential: 19.00

Shift/Working Hours: 31.00

 Role is Hybrid work schedule with in office schedule Tuesday, Wednesday, Thursday each week.

Key Individual Accountabilities    Key Shared Accountabilities
Relationship Management:  
•    Build trusted relationships with our customers, offers solutions and drives service excellence consistently delivering a differentiated best in class experience to our customers through knowledge, empowerment and partnership while enabling and encouraging increased customer loyalty, satisfaction and business growth. Pro-active Order Management:  
•    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 CC team, operating at cross enterprise level to ensure successful execution of customer’s orders while driving accountability & best outcomes for our customers. 
•    Demonstrates ability and willingness to take on additional responsibilities.
•    Supports Customer Service Management activities including Customer Insights, Customer Complaints, and Customer Reporting and end to end case order management. 
Escalation Management
•    Attend Control Tower Huddle daily 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.
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.
•    Responsible for customer data and systems accuracy to ensure successful execution of orders and requests 
•    Focuses on creating a positive experience for the customer. 

 

 

Key responsibilities

Communication Management: 
•    Provides professional, timely, reliable and consistent communication with our 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 and de-escalates customer issues and identifies customer solutions and keeps relevant commercial stakeholder informed.
•    Communicates with supervisors on a regular basis. Demonstrating knowledge and expertise to create a positive experience for the customer.
Stakeholder Management:
•    Partners with our commercial teams & wider customer care 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: 
•    Maintain up-to-date knowledge of products, customer businesses, processes and the marketplace.   Builds relationships with assigned customers, provides solutions, and continually delights them with a positive, customer-centric attitude.  
•    Deliver Supply Excellence: coordinate relevant customer facing activities partnering with the wider Customer Care team, Integrated Operations and Commercial teams to support smooth supply and deescalate issues to drive delivery issue resolution.
•    Control Towers: Attend and participate in relevant meetings, seek resolution and decision making to ensure consistent communication to customers and commercial partners
•    Master Data Management: manage relevant master data and customer data requests in collaboration with wider customer care and relevant internal functions
•    Forecast receipt – Partner with the Demand Partner to share & provide visibility of any additional insight / customer demand related information above the demand partners direct connection with the customer.
•    Complaint Management: Manage the complaint process in line with agreed service levels ensuring timely resolution & responsiveness. Resolve complaint by clarifying the customer's requirements, coordinate internally to collate root cause and collective actions and communicate professional and comprehensive responses to customer complaints within agreed Service Level Agreement aligning with relevant internal functions i.e. Quality. 
•    Teamwork: providing insights and support to your wider Customer Care teams to ensure high performance at a functional and global level. Shares insights with Account Managers and other Kerry functions on customer needs and requirements.
•    Ad hoc projects / assignments / initiatives - Based on business requirements, remains fully flexible to meet changing business requirements and demands, participation in ad-hoc assignments, continuous improvement initiatives and projects.
•    Enable & support cross enterprise forums, programs & initiatives – functional SME with responsibility for key activities / workstreams to support delivery of various programs, demonstrate engagement and collaboration with key stakeholders. Represent function and participation at a cross functional / enterprise level.

 

Qualifications and skills

Qualifications	Bachelor’s degree (or equivalent experience)
Experience	Number of years		1-2  years in a customer facing role
	Industry / Sector Specific		Experience in customer service, account management or sales support, desirable if experience is in food, beverage or pharma sector. Proficient in Microsoft applications. Ability to navigate multiple systems simultaneously. Order to invoice experience in SAP and SFDC (Salesforce).

The typical hiring range for this role is per hour is $19 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).