Customer Care Support 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

Work Location:         1Powerhouse, PJ (5mins walk from MRT Bandar Utama)
Reporting To:            Customer Care Support Manager

 

This role needs to oversee daily work activity of assigned team members, proactively deescalating & resolve customer issues. Support training of designated teams in standard policies, procedures, and best practices, ensuring overall delivery of world-class customer service. In parallel manage assigned individual operational customer service management workload, supporting delivery of a world class customer experience for our customers. Delivering critical support in line with agreed service levels for the overall Customer Care organizations.

 

Key responsibilities

 

Lead Supervision:

• Proactively leads team with a clear focus on building trusted relationships with Customer Care teams, shared service centers and wider GBS team, offering solutions and drives service excellence consistently delivering a differentiated best in class experience to our customers empowering and encouraging the team to increase customer loyalty, satisfaction, and business growth.
• In conjunction with CC Support Manager, resource & capacity management of team whilst ensuring strong team performance, operational excellence & delivery of an excellent customer experience
• Manage one to one meeting with team members, actively mentoring, coaching, and providing positive & developmental feedback to all team members and sharing that feedback with CC Support Manager
• Supervision of assigned team & management of daily workload & service performance

 

Stakeholder Management:

• Develops trusted relationships at a cross-enterprise level
• Demonstrate high levels of engagement, collaboration, and proactive communication with key stakeholders
• Representing the function at cross enterprise, customer, commercial meetings, and calls
• Manage relationships with key stakeholders with a strong focus on operational excellence & improvement

 

Operational Service Delivery:

• Responsible for managing relevant customer & internal requests; Salesforce requests, reporting requirements, master data management, credit returns and related system maintenance with timely processing, & accuracy.
• Anticipate, identifies, and proactively resolve issues by clarifying requirements, determining solutions to provide proactive resolution to achieve service excellence and adhere to operating procedures.
• Provides professional, timely, reliable, and consistent updates and information sharing with internal stakeholders and team members.
• Navigates internally to ensure timely proactive resolution of issues, queries and complaints providing a seamless experience.
• Proactively communicates and de-escalates

 

Qualifications and skills

 

• Bachelor's Degree or Diploma/Post Graduate Diploma in any field
• Minimum 2-3 years working experience in customer service of a Manufacturing environment.
• Knowledge in import/export business and documentation will be an added advantage.
• Exposure in handling difficult customers
• Proficient in Microsoft Office
• Knowledge and skill in SAP system is preferable