Customer Care Support Specialist

3 weeks ago

Kuala Lumpur, Malaysia Kerry Full time

**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**:
The Customer Care Support Specialist is responsible for operational customer service management, 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 organization.

**Key responsibilities**:

- Contribute to the overall customer care organisation service performance by accomplishing related results to deliver best outcomes and experiences. Demonstrate tenacity, excellent customer service and interpersonal skills, the ability to operate in a dynamic customer centric environment. With the capability to proactively respond and contribute as part of a broader team with solution focus, attention to detail and excellent time-management skills.
Order Management Processing: Manage and process customer orders in line with agreed processes, business terms and service levels.
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.
Performance Management: Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our service to make it easier and more valuable for our customers to do business with Kerry.
Communication Management: Provides professional, timely, reliable and consistent updates and information sharing with internal stakeholders and team members.
Relationship Management: Partners with wider customer care teams in region & builds trusted relationship through positive engagement keeping them apprised of insights, issues and opportunities.
Knowledge Management: Maintain up-to-date knowledge of systems, processes, operating procedures and business requirements.
Deliver Service Excellence: coordinate relevant operational activities partnering with the wider Customer Care team in region and relevant functions to support smooth supply and best customer outcomes.
Complaint Management: Support the overall complaint management process, provide data and reporting requirements in line with agreed operating procedures ensuring timely resolution & responsiveness.
Master Data Management: manage & maintenance of relevant master data and customer data in collaboration with regional Customer Care team and MDM team with adherence to operating procedures
Reporting: Process all relevant commercial and customer reporting requests within agreed timelines and in collaboration with internal regional teams
Teamwork: providing insights and support to your wider Customer Care teams in region to ensure high performance, excellent customer experience at a functional and global level.

**Qualifications and skills**:
**Qualifications and skills**:
Qualifications, Skills & Experience:

- Bachelor's Degree, Diploma/Post Graduate Diploma or Professional Degree Business
- Minimum 2-3 years working experience customer operations / order to invoice / contact centre / data management role
- Proficient in Microsoft Office
- Knowledge and skill in SAP ECC & MDG and Salesforce system is a must
- Able to work supporting EUROPE hours

Key Competencies:

- Communication skills - verbal and written
- Interpersonal skills
- Comprehension, analytical and problem-solving skills
- Attentive to details and accuracy
- Adaptability
- Team player who is enthusiastic and demonstrates customer focus
- Initiative
- Ability to abide to agreed KPI/SLA

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