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 roleThe Customer Care Specialist acts as a key contact between our customers and the Company. Displays a professional image of the company and provides a comprehensive service in a high performance, customer-focused environment. This individual will be required to perform at a high level by demonstrating excellent service performance and account management. The Specialist will always be pro-active to customer requirements, (both internal and external).Manage customer requests efficiently and direct their efforts to maximise the customer experience. Apply order fulfilment methods in order to achieve accurate and efficient order processing. Perform in such a manner as to achieve the required Service rating towards the KPI's, through system knowledge, accuracy, attitude and proactive service. Identifying and implementing the business rules and procedures.Create and enhance the buying experience of our customers through professional service using systems and applying processes. Provide support for queries, complaints and general enquiries by applying sound problem-solving abilities. Follow and apply order management procedures, tasks and administration, ensuring we follow through all orders to point of final customer receipt, meeting customer expectations. Provide a positive attitude and display a drive towards the continued success of the business.Key responsibilitiesCapturing of orders onto SAPChanges to orders maintainedSales order confirmations timeously sentWeekly open order reportsProviding full and concise feedback pro-activelyGoing the extra mile to WOW customersAdhering to SLA's and KPI's per Kerry strategyLiaising with sites via cockpits on changes to orders or escalationsFully utilising Salesforce for all communicationOTIF managementHandling returns on SAPBuild relationships with Key Account managers and sites to create a culture of inclusivityEnsure we are adhering to business termsFollowing processes and business termsQualifications and skillsGrade 12 (NSC)Minimum of 3 years' experience in contact centre/customer serviceWorking Knowledge of SAP Software Applications
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