Customer Service Manager - Indonesia

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

 

Work Location: Cikarang 

 

Reporting to: Supply Chain Manager 

Key responsibilities

 

• Overall responsible and accountable for the day-to-day operation of the customer service function & Ensure compliance with procedures and processes.
• Lead, coach and develop your team members by providing clear direction and guidance.
• Liaise and co-ordinate with customer and relevant internal department on order processing to meet customer expectations for on-time delivery in full.
• Participate in the daily order tracking process.
• Ensure all customer requests and enquiries a responded to in a timely fashion.
• Personally and promptly manage all customer complaints and escalations. 
• Create strong cross-functional collaboration with the other departments including Supply Chain, Finance and Commercial to create continuous business improvement.
• Prepare service level and KPI reports and present to relevant stakeholders.
• Drive excellent operational performance and customer satisfaction results to meet (or exceed) agreed key targets!
• Participate in the daily and routine customer service duties (as required).
• Other ad-hoc duties assigned as and when required.
• Analyzing individual team members’ performance to target, identify gaps and develop the individual’s plans to close said gaps.
• Build and maintain a strong Customer Services team through the promotion of resolving the customer issues first time.
• To plan and manage change and development in order to improve performance.
• Define standards of performance for entire Customer Services team and drive improvements to the customer experience

Qualifications and skills

 

• Candidate will have at least 7+ years’ experience within the Supply Chain / Customer Service field.
• Strong knowledge of ERP systems is essential; SAP experience is a definite advantage.
• English / Indonesia Bahasa - verbal and written communication competencies are essential.

 

Key Competencies:

 

• Possess an open nature / collaborative mind-set that enables you to work with people from different functions and levels.
• Strong leadership and people management skills
• Proven track record in driving positive performance results, employee engagement and customer satisfaction.
• Excellent communication and interpersonal skills that exemplify the highest level of professionalism in both internal and external environments.
• Strong organization and time management skills
• Demonstrate relentless drive and determination to achieve success.
• Strong problem-solving skills; the ability to ask the right questions, help frame logical conclusions and arrive at effective solutions.
• Possess strong planning and analytical skills and be able to take complex issues and break down actions for resolutions and working with tight deadlines.