Equipment Customer Care Coordinator

Requisition ID 49762
Position Type (US)Full Time
Career Function Engineering and Maintenance 
Recruiter
Posting Type DNI

Leading to better encompasses all we do at Kerry, it's how we've become the worlds leading taste and nutrition company. Whether it's building and manufacturing sustainable solutions for food, beverage or pharmaceutical consumers, our commitment to lead the world to better nutrition drives us forward. With 24,000+ colleagues across the globe and 15,000+ Kerry products, your opportunities are limitless.

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

The Equipment Customer Care Coordinator will be required to provide superior customer service related to equipment within the Kerry Foodservice. The Equipment Customer Care Coordinator will be responsible for resolving customer requests, processing notification/work orders, parts orders and dispatching to field personnel. This position requires utilizing Kerry computer systems.

Key responsibilities

· Interact with customers and provide superior customer support
· Answer inbound phone calls, voice mail messages and email messages to resolve customer requests (e.g. - equipment technical issues, part orders, etc.)
· Utilize the appropriate system to create a record of the call result and/or issue work order.
· Diagnose and resolve equipment technical issues using available resource; triage documentation, service manuals, hands on equipment, and other available resources.
· Close system records relate to customer equipment technical issues using options of phone fix, parts or equipment shipments, dispatch to Field Service Technicians or third party service providers.
· Process charge or no charge parts orders in appropriate system.
· Process Territory Manager House Account free of charge parts orders.
Convert Service Notifications to Work Orders in appropriate system at the time of dispatch to Field Service Technicians or third party service providers.
· Process purchase orders in the appropriate system for dispatch to third party service providers.
· Dispatch and communicate customer information, equipment issues, service work order and purchase order numbers to Field Service Technicians or third party service providers.
· Process National Account new equipment installations and preventative maintenance following the appropriate system and dispatching processes.
· Follow up and make scheduled call backs to customers to confirm completion of service work and customer satisfaction.
· Stay current with system changes, new equipment models or revisions, triage documentation and standard operating procedures
· Communicate with other Equipment Customer Care personnel for support to resolve customer issues and solutions to issues that may arise
· Follow established processes and procedures.

Qualifications and skills

· High school diploma or equivalent required.
· Three years of previous customer service experience.
· Mechanical background helpful.
· Strong organization, interpersonal and communication skills, both written and oral as well as a pleasant voice/telephone manner.
· Strong computer skills including knowledge of Microsoft Office suite of products or similar programs.
· Ability to handle multiple priorities, be detailed-oriented and work in a fast paced environment.

Kerry is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age disability, protected veteran status or other characteristics protected by law. Kerry will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen. EEO is the Law poster can be found here. Additional information can also be here .                                       

Beware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a non-Kerry email address or phone n