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Customer Care Manager

About the Role:

Due to an internal promotion, Kerry-AATCO is now seeking a experienced Customer Care Manager, based out of Sohar, Oman, and leading a team of 4 Customer Care Specialists who are based in Sohar. The successful candidate will have a previous customer care background and be coming from a manufacturing environment, so as to be the link between the customer, operations and supply chain. Previous SAP experience is a disctinct advantage in order to understand process and process efficiencies.

Key Responsibilities:

People Management:

  • Line management for customer care representatives - responsible for leading, coaching and developing their capabilities 
  • Develop individual KPI for team members and analysing individual performance to target
  • Identify and propose training platforms for skills gaps developmental plan
  • Assist in the design of skills improvement training, help develop and implement training plans within the team
  • Identify gaps and knowledge skills amongst the team & participate in the formulation of talent management

Operations:

  • Ensure compliance with procedures and processes
  • Drive transformation process through continuous process & operational improvement by embracing Kerry Ways of Working
  • Liaise with internal departments, aligning with Kerry Ways of Working
  • Monitor OTIF by customers based in the Philippines, analyse results together with related functions (Supply Chain, Warehouse, Customer Engagement) and ensure implementation of agreed solutions
  • Provide summaries and reports as required (monthly / weekly)
  • Strategize with Operations Teams (Supply Chain, Warehouse, QA, etc.) and to drive win-win solutions for customers
  • Ensure customer master data alignment with respective department within Kerry (delivery windows, special document requirement, special labelling, special palletization etc.). 
  • Define standards of performance for Customer Care team and drive improvements to the customer experience
  • Identify and address issues that create barriers to service delivery. 

Qualifications & Skills:

  • Minimum Bachelor’s Degree in Business or related field
  • Minimum 7 years’ experience in a Customer Care role with at least 2 years’ experience in a leadership role 
  • Preference for someone with Food & Beverage, Food Service or Ingredients / Flavour industry experience, but not essential. Manufacturing experience however, is essential.
  • Cost management experience
  • SAP experience is a definite advantage

Competencies Required:

  • Customer satisfaction focussed
  • Capable of working in cross-functional team (local and overseas)
  • Excellent facilitation and negotiation skills
  • Problem solving abilities, good organisational skills and follow-through
  • Strong leadership & coaching skills
  • Excellent interpersonal and project management skills
  • Drives knowledge sharing and implements shared learnings at local level
  • Should be comfortable working in a fast-paced, global environment where accountability, quality, timeliness are key components

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