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Senior Customer Care Representative

Requisition ID 17773
Position Type FT Permanent
Posting Type DNI


Kerry offers the industry’s largest portfolio of Taste & Nutrition Systems and Functional Ingredients & Actives, serving the Global Food, Beverage and Pharmaceutical industries. We work with the world’s top Retailers and Manufacturing companies to produce some of the best private-label products and tailored Food & Beverage solutions on the market. We also work with the leading Food Service chains helping to deliver appetising, relevant and innovative custom solutions, using our expertise in new product development, production and commercialisation.


Our Values:      Courage | Enterprising Spirit | Inclusiveness | Open-mindedness | Ownership


About the role

The Senior Customer Care Representative is an internally- and externally-facing role, requiring effective communication with customers, manufacturing sites, dispatch sites, and finance.

Key responsibilities
  • Maintain professional, timely, and effective communication with all parties
  • Prepare proforma invoices to send to the respective Sales team members / Customer promptly upon receipt of customer enquiry or pre-order request
  • Follow up with the Sales team / Customer for confirmation (by way of telephone and emails) and ensure confirmation of this contract
  • Upon receipt of Confirmation, converting same into sales orders on the system for execution by the Production team
  • Interact with Production Schedulers for ETA request 
  • Liaise with IT department for the creation of any new Customer information / codes on the system
  • Creation of New Finished Goods Product codes, which involves liaising with R&D for Produce batch sheets and relevant documentation and labels
  • Liaise with the Material Planning / Supply Planning teams with regards to raw material shortages
  • Ensure service issues do not arise by clarifying customer requests with regards to order confirmations, raw material shortages and delivery dates and managing expectations – determine cause of any issues, seek solutions and escalate appropriately
  • Liaise with Logistics team for generating invoices / export documentation
  • Perform other ad-hoc duties related to customer service activities
Qualifications and skills
  • Minimum of 5 years of customer service / administration experience in a Manufacturing environment
  • ERP Systems – SAP experience is highly desirable
  • Excellent time management, prioritization and organizational skills and an ability to meet deadlines
  • Demonstrated ability to work as part of a team and work autonomously with minimal supervision
  • Intermediate to advanced skills with Microsoft Excel and Word
  • Independent, resourceful and able to take pressure in a fast-paced work environment
  • The ability to speak, read and write in Arabic and English is essential
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