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 Cu