Customer Care Specialist

About Kerry

Kerry stands as the global leader in taste and nutrition across the food, beverage, and pharmaceutical sectors. We collaborate with clients daily to develop healthier, tastier, and more sustainable products enjoyed worldwide. Our ambition is to be the most trusted partner for our customers, fostering sustainable nutrition. Joining Kerry means contributing to shaping the future of food within a truly international and growth-driven environment.

Role Overview

The Customer Care Specialist serves as a pivotal liaison between Kerry and its clients, upholding a professional company image and ensuring delivery of comprehensive service in a customer-centric setting. This role demands high performance, superior service abilities, and proactive account management to meet and surpass customer expectations.

Key Responsibilities

• Efficiently manage customer requests, directing efforts to maximize customer satisfaction.
• Utilize order fulfillment procedures to deliver accurate and prompt order processing.
• Strive to meet service ratings and KPIs through system proficiency, precision, positive attitude, and proactivity.
• Implement and adhere to business rules and procedures relevant to the role.
• Create exceptional customer buying experiences through professional service, system use, and process application.
• Handle queries, complaints, and general inquiries, employing sound problem-solving skills.
• Follow order management protocols, ensuring all orders are finalized to the customer's receipt in line with expectations.
• Maintain a positive outlook and drive for ongoing business success.
• Support customer and operational needs by managing quotes, pro-forma invoice requests, sales order input or conversions, order modifications, and generating weekly open order reports.
• Provide proactive and comprehensive feedback.
• Comply with service level agreements (SLAs) and key performance indicators (KPIs) as per Kerry's strategic direction.
• Coordinate with site teams about order changes or escalations.
• Manage On-Time In-Full (OTIF) performance.
• Develop relationships with key account managers and site teams to foster inclusiveness.
• Ensure adherence to business terms and apply Incoterms accurately.
• Understand and follow export documentation requirements and country-specific conditions such as Import Declaration Forms (IDF) and Letters of Credit (LC).

Communication and Skills

• Excellent verbal and telephone communication skills, fluent in French.
• Proficient in computer applications including MS Office (Word, Excel), internet navigation, and ERP systems such as SAP; Salesforce experience is a plus.
• Self-driven and goal-oriented with a sharp attention to detail.
• Strong interpersonal skills coupled with effective conflict management capabilities.
• Team player who thrives under pressure and follows through on responsibilities.
• Ability to take ownership of tasks and confidently apply knowledge.
• Commitment to company values, ethics, and fostering positive teamwork culture.

Problem Solving and Decision-Making

• Analytical aptitude to evaluate situations and outcomes.
• Sound judgment and decision-making capabilities.
• Strong reasoning and communication (written, verbal, listening) skills.
• Ability to influence and negotiate effectively.
• Possess professional and technical aptitude relevant to the role.

Qualifications and Experience

• At least three years of experience in an export administration setting.
• Working knowledge of SAP software applications.
• Preferably experienced with Salesforce.
• Competence in managing customer inquiries.
• Familiarity with the order-to-billing lifecycle.
• Understanding of Incoterms, Letters of Credit, and Import Declaration Forms.