Customer Care Senior 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.

Where you'll work:

 

Our Beloit, WI location is home to our Corporate Headquarters for the North American Region. This location has approximately 700 employees at this location that in roles such as regulatory, RD&A, finance, procurement, supply chain, and customer care. It is easily commutable from the Rockford, Madison, and Milwaukee areas. You'll enjoy your time inside and outside of the office as we offer a full cafeteria, fitness center, and beautiful walking paths around the campus. This location is involved and committed to giving back to the community multiple times throughout the year through our Kerry Employee Engagement Program volunteering with various organizations. 
 

Hours & Schedule:

 

Monday - Friday, working 8AM - 5PM with an hour lunch or 8:30AM - 5PM with a 30min lunch. 

 

This is a hybrid role, requiring 3 days in office per week. Flexibility required and minimal travel as needed. 

3330 Millington Road, Beloit, WI 53511 

What you'll do:

 

The Customer Care Senior Specialist acts as the primary point of contact between our customers and the company. Displaying a professional image of the company and providing a comprehensive service in a high performance, customer focused environment with respect to company products, procedures, and technology. This individual will be required to perform at a high level by demonstrating excellent leadership abilities, service performance, and account management. The Customer Care Senior Specialist will be pro-active to customer's requirements at all times, (both internal and external). Manage customer requests efficiently and direct their efforts to maximize the customer’s experience.

 

• Serves as intermediary between Customer Care Specialist and Customer Care Specialist Leadership.
• Builds trusted relationships with assigned customers, provides solutions, and continually delights them with a positive, customer-centric attitude.
• Provides professional timely, reliable, consistent, and professional communication with internal and external customers.
• Partners with commercial sales to keep them apprised of insights, issues, and opportunities.
• Responsible for customer data and systems accuracy to ensure successful execution of orders and requests.
• Navigates within Kerry to ensure timely resolution of issues, queries, complaints.
• Anticipates, identifies, and quickly resolves issues by analyzing situations to determine best use of Kerry resources.
• Actively uses each customer engagement to improve and engineer a world-class customer experience.
• Focuses on creating a positive experience for the customer by maximizing service and building relationships.
• Delivers on Kerry promises and makes decisions on behalf of the customer based on their experience and customer relationships.
• Leverages business knowledge to identify improvement opportunities.
• Manages customer expectations and works to improve business rule adherence.
• Proactively identifies potential customer concerns and advocate for solutions.
• Maintains up-to-date knowledge of the market and customers’ business, relevant products, processes and suppliers.
• Solves problems, makes decisions and demonstrates critical thinking skills

What you'll need to be successful:

 

Experience:

 

• Two to three years of experience in a customer focused environment, preferably in account management, leadership, food, manufacturing, or sales support role.
• Proficient in Microsoft applications.
• Ability to navigate multiple systems simultaneously.
• Order to invoice experience in SAP.
• Salesforce experience preferred. 

 

 

Aptitudes:

 

• Excellent communication (written and verbal) and interpersonal skills.
• Strong organizational, analytical, problem solving, and decision-making abilities.
• Be seen as a go-to person.
• Support an inclusive and positive culture.
• The ability to work independently and with others in a changing environment.
• An effective team player with drive.
• Strong desire for continuous learning and professional growth.
• Ability to influence and lead others.

 

Qualifications:

 

Bachelor’s degree plus 2-3 years of experience. Five - plus years of experience may be considered in lieu of degree.

 

The typical hiring range for this role is $31.00 per hour and is based on several factors including but not limited to education, work experience, certifications. This position may also be eligible for overtime.  In addition to your pay, Kerry offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and retirement contribution (all benefits and incentives are subject to eligibility requirements).