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

The Customer Care Specialist role is part of our Taste and Nutrition business, providing customer service in selling Kerry’s industry leading taste solutions to the customers within the Türkiye.

The primary role of Customer Care Specialist is an internally and externally facing role requiring communication with manufacturing sites, dispatch sites, finance and customers that import from several Kerry sites all over the world. It will focus on the managing of customer orders and shipments with the aim to ensure all feedbacks are acknowledged and resolved in a timely manner and that customers are kept updated at all stages. As we embark on a transformation across customer care this role will be key to meeting our targets of improved customer service.

The role will be based in Istanbul, Türkiye, where we are strategically placed to serve our customers and leverage the multi-functional support required to deliver best-in-class customer experience.

Key responsibilities

• Enter customer orders into SAP, exchange information with the relevant site teams via cockpit, send order confirmation, sales acknowledgement or proforma invoice to the customer
• Follow up unpriced and blocked orders with related departments
• Act as the customer contact for orders, shipments, claims and any other feedbacks related issues and follow up with excellence customer service skills
• Inform transport mode, delivery date and vehicle details to the sites
• Provide delivery references, collection details and packing details to the customers
• Follow up shipments and send shipping documents to the customers
• Follow up customer claims, credit notes and any other enquiries closely
• Provide requested documents requested by the customers
• Provide MOQ, LT, expiry date information, as requested by the customers
• Execute all communications via CRM program SFDC-Salesforce
• Create/change customer data in SAP MDG system
• Keep order tracking files updated in sharepoint
• Provide solutions that fit those individualized situations and prioritize the customers' needs at each step of the process
• Monitor unresolved feedbacks and ensure resolution of customer feedbacks within the agreed timeframe

Qualifications and skills

• Minimum bachelor’s degree in related discipline
• Minimum of 1-3 years’ experience in a supply chain/ customer service/ logistic role, experience in food industry and import knowledge is preferable
• Good command of English and Turkish Language is essential
• Strong organizational, time management and stress management skills
• Ability to work independently and amongst a team with minimal supervision
• High attention to detail and ability to communicate issues with regular follow up
• Working knowledge of SAP is essential
• Knowledge of CRM program Salesforce is preferable
• Highly proficient in Excel
• Strong experience in managing customer service, complaints would be an advantage.
• Good communication skills in both written and verbal
• Demonstrate initiative and strategic thinking with a result-oriented approach
• Ability to review, analyze, summarize, and interpret data. Draw conclusions and make appropriate recommendations and decisions
• Efficient with a good sense of urgency

 

Work Location: Maltepe, Istanbul

Reporting To: Import & Customer Care Lead