Customer Care Support Specialist

5 months 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 organisation. Demonstrating ownership & accountability, ensuring customer requirements related to customer orders service & data management requests are efficiently & accurately processed within agreed timelines with clear connectivity and collaboration with the wider team to enable proactive end-to-end case management
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.

**Key responsibilities**:
**Order Management Processing**: Manage and process customer orders in line with agreed processes, business terms and service levels. Responsible for data and system accuracy ensuring successful execution of customer's orders & returns collaborating effectively with the relevant team members in regions while adhering to strict deadlines to achieve best outcomes.

**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.

**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. Consistently exceeding our Global Customer Service KPI's and Internal Service Performance SLA's.

**Communication Management**: 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 related issues and identifies solutions and keeps relevant internal contacts in region informed.

**Relationship Management**: Partners with wider customer care teams in region & builds trusted relationship through positive engagement keeping them apprised of insights, issues and opportunities. Participates in relevant calls, meetings and presentations as requested. Develops strong relationships at a cross enterprise level, partner across function with a customer-focused mindset.

**Knowledge Management**: Maintain up-to-date knowledge of systems, processes, operating procedures and business requirements. Demonstrating knowledge and expertise of operational activity to support successful outcomes and a positive experience for the customer.

**Qualifications and skills**:

- 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
- Ability to speak, read and write in Spanish

**_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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