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Customer Care Specialist

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Date: 22-Jun-2022

Location: Durban, NL, ZA

Company: Kerry

Requisition ID 38528
Position Type FT Permanent
Recruiter #LI-CST1
Posting Type LI

 

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

Reporting to the Customer Care Lead you will be responsible for liaising with Kerry's Internal Team to provide a high level of service to our valuable customers by ensuring all customer requests/enquiries are actioned professionally and in a timely manner
 

Key responsibilities

Being the main point of contact with our customers, we are seeking candidates who are proactive and who have a flair for providing the highest level of customer service, in addition you must:

  • Provide Customer Support & Operational support
  • Capturing of orders onto SAP
  • Changes to orders maintained
  • Sales order confirmations timeously sent
  • Weekly open order reports
  • Providing full and concise feedback pro-actively
  • Going the extra mile to WOW customers
  • Adhering to SLA’s and KPI’s as per Kerry strategy
  • Liaising with sites via cockpits on changes to orders or escalations
  • Fully utilising Salesforce for all communication
  • OTIF management
  • Handling returns on SAP
  • Build relationships with Key Account managers and sites to create a culture of inclusivity
  • Follow through the entire ordering cycle from order entry to delivery, liaising with Production, Supply Chain and Finance teams at the appropriate steps 

Qualifications and skills

  • Degree Supply Chain Management
  • Minimum of 3 years’ experience in contact centre/customer service
  • Working Knowledge of SAP Software Applications
  • Preferable experience in Salesforce
  • Experience in handling customer queries
  • Understanding order to billing process
  • Excellent communication skills - verbal and written 
  • High energy levels coupled with assertiveness and initiative 
  • Demonstrate strong organizational and time management skills