Customer Care Support Team Lead

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.

Key responsibilities

Responsibilities:

•  Supervise assigned team and manage daily workload and performance.

•  Deliver and drive solutions; assist in identifying and implementing improved ways of working on the Customer Care team.

•  Set clear objectives in line with organization objectives, supporting individuals’ development and training requirements and conducted regular meetings to support the process and review progress.

•  Proactively assist in enhancing the service and experience for our customers, implement action plans and escalation procedures to address problematic areas and identify improvements.

•  Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.

•  Manage project work associated with Customer Care transition / acquisitions and development of organization.

•  Manage service issues by clarifying customer complaints, determining cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to the senior management team.

•  Monitor performance, provide coaching and mentoring where appropriate.

•  Remain fully flexible to meet business requirements and demands

Qualifications and skills

Desired Qualifications/Experience:

•  Bachelor’s degree plus related experience.

•  Experience supervising teams in a similar environment.

Competencies:

•  Adaptability

•  Applied Learning

•  Critical Thinking

•  Building Trust

•  Communication

•  Managing work/time management

•  Business Acumen

•  Detail Oriented

•  Leadership skills