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Customer Care Specialist

Requisition ID 25565
Position Type FT Permanent
Recruiter #LI-CO1
Posting Type LI


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 Customer Care Specialist will be the main point of contact with our customers to provide end to end service (from order placement to invoice). He/she will be working closely with multiple functions (such as Finance, Supply Chain, Regulatory, etc) to provide a high level of service to our valuable customers.

The successful candidate will be able to handle and manage customer requests/enquiries in a timely and professional manner, able to communicate effectively, and take a proactive approach to manage different priorities.

Key responsibilities

  • Conduct effective communication and direct dealing with customers via email and/or phone calls.
  • Ensure customer requests and enquiries are attended promptly
  • Obtain and evaluate all relevant information to handle product inquiries
  • Liaise and co-ordinate with internal department such as supply chain, finance, regulatory, RDA and quality department in completing the order to invoice process to meet customer expectations for on-time delivery in full
  • Attend to customer complaints and follow-up corrective actions in order to feedback to customer in a timely manner
  • Partner with Sales/Commercial and cross-functional partners to deliver the strategic roadmap for the assigned customer accounts
  • Identify up sell opportunities and provide details to Sales/Commercial Managers
  • Engage in customer visit and attend meeting as and when required
  • Prepare service level reports to relevant stakeholders
  • Handle and maintain CRM system request log in (Salesforce)
  • Involve in new product commercialization
  • Co-ordinate business transfer project
  • Assist in any ad-hoc reporting if necessary

Qualifications and skills

  • A minimum of 2-3 years B2B Customer Care experience and/or Supply Chain experience in the FMCG/ Manufacturing Sector, or any relevant field
  • Excellent communication skills - verbal and written
  • Prior knowledge in understanding export/shipping documents will be an advantage
  • Demonstrate strong customer, organizational and time management skills
  • High energy levels coupled with assertiveness and initiative to work with multiple stakeholders
  • A problem solver and a multi-tasker who can work autonomously as well as in a team in a fast-paced environment
  • A working knowledge of an in-house proficiency in Microsoft Office or a similar package is essential
  • SAP experience is highly regarded

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