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 Senior Customer Care Officer acts as the key contact between our key 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 Senior Customer Care Officer will be pro-active to customer requirements at all times, (both internal and external). Manage customer requests efficiently and direct their efforts to maximise the customer experience.
Key responsibilities
- Maintain professional, timely, and effective communication with all parties.
- Develop and maintain excellent relationships with assigned customer accounts
- Responsible for all aspects of account management including order management / administration, master data maintenance, complaint handling, sales support / business development.
- Ensure service issues do not arise by clarifying customer requests and managing expectations – determine cause of any issue, seeking solutions and escalating appropriately
- Maintain up-to-date knowledge of client’s business, relevant products, the market, processes and suppliers
- Engage with Sales team on regular customer visits, presentations, and face to face meetings
- Co-ordinate commercialization project for the assigned account customer.
- Generate and review Customer order report ensure order discrepancies are identified and addressed in order to ensure OTIF delivery performance goals are consistently met
- Follow through the entire ordering cycle from order receipts to delivery, liaising with Production, Supply Chain and Finance teams at the appropriate steps
- Prepare weekly Customer Outstanding Order reports
- Other ad-hoc duties assigned as and when required
Qualifications and skills
- Minimum Bachelors in Business / Business Administration, or related
- Minimum 5 years’ experience working in Customer Service roles, of which 2 years’ minimum should be in a senior / accounts management related role
- Must have prior experience working in Manufacturing environment – experience in the Food industry is most preferential
- Exposure to shipping / import / export and associated documentation is a distinct advantage.
- Exposure in handling Global / Multinational customers is preferred
- Proficient in Microsoft Office and an ERP like SAP and / or SalesForce
- Good command of verbal and written English
- Arabic speaking will be an added advantage
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