Senior Customer Care 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.

About the role

An experienced, passionate, and professional individual, with the ability to operate in a dynamic environment.  

The Senior Customer Care Specialist acts as the key contact between the customer and the company and will be always responsive to customer’s requirements, (both internal and external) and resolve customer queries swiftly and will direct their efforts to maximise the customer experience. This individual will be required to perform at a high level by demonstrating excellent service performance and account management. Manage customer requests efficiently and direct their efforts to maximise the customer experience.

We value commitment, teamwork; confidence, entrepreneurship and value create through success.
 

Key responsibilities

• Maintain professional, timely and effective communication with all parties.
• Responsible for all aspects of account management, administration, account queries and sales support / business development
• Interaction with other functions, collaborate with staff from other functions to identify and resolve issues. Gather information and drive improvements.
• Manage the order process in line with account company procedures by proposing improvements where necessary. 
• Ensure service issues do not arise by clarifying customer requests. Managing expectations, by determining the cause, seeking solutions, and escalating appropriately
• Develop and maintain excellent relationships with customers and provide support to relevant Account Directors and Sales Managers
• Applies up-to-date knowledge of client’s business, relevant products, the market, processes, and suppliers. 
• Contribution to review and improvement of processes.
• Assists in analysis of new process or policies; recommend and suggest process or design modifications.
• Develop strong relationships with commercial and supply chain teams.
• Represent Customer Care in cross functional meetings and projects.
• Undertake customer visits, presentations, and face to face meetings. 
• Support sales by reporting on account activity and forecasting
• Remain fully flexible to meet business requirements and demands.
• Challenging Work: Working on difficult or demanding tasks requiring substantial effort and commitment.
• Continuous Learning: Increasing knowledge and skill when circumstances call for additional learning.
• Details: Working on tasks requiring great attention to detail, ability to multitask.
• Responsibility/Accountability: Receiving responsibility/accountability for completing tasks that might place heavy demands on one’s time and involvement.
• Task Variety: Working on several different tasks or projects.
• Flexible with a ‘can do’ attitude: Have the ability to work well on your own and as part of a team to meet and overcome challenges.
   

Qualifications and skills

• Bachelor’s degree in Marketing Management or any business related.
• Second European language is advantageous.
• 4-6 years of related experience in a customer focused environment, preferably in a customer care, account management or sales support role within a B2B environment.
• The work environment is a changing, dynamic environment, where a need to adapt to change easily, show flexibility, prioritization, organization and time management skills are a prerequisite.
• Excellent communication and interpersonal skills.
• Change Management skills.
• The ability to integrate and work effectively with others in a changing environment.
• High level of attention to detail and strong organisational, analytical, problem solving and administrative skills.
• An experienced senior team player.
• A strong desire for continuous learning and a desire to grow professionally.