Customer Care Officer

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 Customer Care Officer acts as a main point of 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 Customer Care Officer will be pro-active to customer requirements at all times, (both internal and external); will manage customer requests efficiently and will direct their efforts to maximize the customer experience.

 

Work Location : Batangas, PH
Reporting Line : Customer Care Lead

 

Key responsibilities

•  Responsible for all aspects of account management including order management / administration, master data maintenance, complaint handling, sales support / business development
•  Follow through the entire ordering cycle from order receipts to delivery, liaising with Production, Supply Chain and Finance teams at the appropriate steps
•  Liaise and co-ordinate with internal department such as supply chain, finance, regulatory, RDA and quality department in completing the order to invoice process to meet customer expectations for on-time delivery in full
•  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 Maintain professional, timely, and effective communication with all parties
•  Develop and maintain excellent relationships with assigned customer accounts
•  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
•  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 3 years’ experience working in Customer Care / Customer Service, of which there should be some experience handling key accounts (Global / Multinational customers is preferred)
• Applicants must have end-to-end order management experience in a Manufacturing environment
• Knowledge in billing / invoicing
• Experience in the Food Manufacturing Industry is most advantageous
• Exposure to shipping / import / export and associated documentation is a distinct advantage
• Proficient in Microsoft Office and an ERP like SAP and / or Salesforce.com
• Good command of verbal and written English
• Excellent communication and interpersonal skills]
• Solutions oriented – must have good problem-solving skills
• Must be able to deal with cross-functional teams
• Team worker who demonstrates customer focus
• Ability to use initiative and work in a fast-paced environment