Customer Care Representative Jr

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

As a Junior Customer Care Representative, you will play a pivotal role in ensuring our customers receive exceptional service and support. You will be responsible for managing complex customer inquiries, resolving issues efficiently, and providing guidance to junior team members. Your expertise will help enhance customer satisfaction and loyalty, contributing to the overall success of our customer care operations.

Key responsibilities

1. Order Validation: Once the order is entered into the system, validate that it has the correct settings.
2. Inventory Availability Confirmation: Run ATP to check inventory availability dates and confirm the availability date to the customer.
3. Forecast Review: Review forecasts and, in case of overconsumption, generate a cockpit to inform the Supply team and confirm the MAD.
4. Availability Follow-Up: Follow up with the planning team to confirm the availability date and notify customers of any changes.
5. Credit Block Management: In case of an order being blocked due to credit, follow up with the corresponding team.
6. Transportation Coordination: Coordinate with the transportation team (internal or customer) to ensure delivery compliance according to the customer’s RDD.
7. Claims and Complaints Management: Follow up on customer claims or complaints, channeling them to the appropriate teams to analyze the claim and provide an appropriate response to the customer.
8. Business Continuity Assurance: Document processes, manuals, and procedures, and establish a backup plan with the team to cover vacations or absences.
9. Internal Communication: Maintain clear and direct communication with various internal departments (Customer Care, GBS, Finance, PMM, Commercial, Transportation, Credit, Collections, QA, Planning, Operations, etc.) to ensure the order fulfillment process is completed within the defined timelines.

Qualifications and skills

1. Bachelor’s degree in administration, international business, foreign trade, or a related field.
2. 2-3 years of experience in customer service and/or logistics roles.
3. Advanced conversational English.
4. Proficiency in Microsoft Office Suite.
5. Knowledge of ERP systems, SAP preferred.
6. Experience with CRM systems, Salesforce preferred.
7. Understanding of Order Management processes.
8. Strong customer service skills.
9. Excellent interpersonal communication skills (both written and verbal).
10. Proactive attitude with a focus on continuous improvement.
11. Strong conflict resolution skills.