The Customer Care Specialist acts as a key contact between our 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 Customer Service Officer will always be proactive to customer requirements (both internal and external).
Manage customer requests efficiently and direct their efforts to maximize the customer experience. Apply order fulfillment methods in order to achieve accurate and efficient order processing. Perform in such a manner as to achieve the required Service rating towards the KPIs, through system knowledge, accuracy, attitude, and proactive service. Identify and implement business rules and procedures.
Create and enhance the buying experience of our customers through professional service using systems and applying processes. Provide support for queries, complaints, and general inquiries by applying sound problem-solving abilities. Follow and apply order management procedures, tasks, and administration, ensuring we follow through all orders to point of final customer receipt, meeting customer expectations. Provide a positive attitude and display a drive towards the continued success of the business.
Key Responsibilities
Customer Support & Operational Support
Manage Quotes and Pro-forma Invoice requests.
Oversee sales order capturing or conversion.
Maintain and track changes to orders.
Produce weekly open order reports.
Provide full and concise feedback proactively.
Adhere to SLAs and KPIs per Kerry strategy.
Liaise with sites via cockpits on changes to orders or escalations.
Manage On-Time In-Full (OTIF) delivery.
Build relationships with Key Account managers and sites to create a culture of inclusivity.
Ensure adherence to business terms.
Apply knowledge of Incoterms to all orders.
Understand and follow export documentation requirement processes.
Understand and apply country-specific requirements (e.g., IDF, LC).
Communication & Professionalism
Maintain excellent communication and telephone skills (fluency in French is required).
Demonstrate computer literacy (MS Office, Word, Excel, Internet Navigation) and ability to use ERP Systems (preferably SAP and Salesforce).
Maintain high self-motivation and goal-orientation with a strong attention to detail.
Exercise strong interpersonal skills and the ability to deal with conflict situations.
Act as a dynamic team player with the ability to work under pressure and follow through on tasks.
Take ownership and apply knowledge with confidence.
Show commitment to company vision, values, core philosophies, and ethics.
How to Apply
Interested and qualified candidates should apply online. Click on the link below to submit your application on Kerry's career portal:
