Customer Care Engagement Specialist

4 weeks ago

Auckland, Auckland, New Zealand Kerry Full time

Requisition ID 52165
Position Type FT Permanent
Recruiter #LI-CST1
Posting Type LI

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

Reporting to the NZ Supply Chain Manager you will be the primary contact with Kerry's Key Strategic Customers, to deliver a world class customer experience by providing professional communication, building trusted relationships with our internal & external customers as well as partner with our Account Managers to keep them updated on insights and opportunities.

Work Location : Otahuhu - Auckland

Reporting to : Supply Chain Manager

Key responsibilities
  • Build trusted relationships, offer solutions and drive service excellence by consistently delivering a best-in-class experience to our customers through knowledge, empowerment and partnership while enabling and encouraging increased customer loyalty, satisfaction and business growth.
  • Pro-active Order Management by managing customer orders in line with agreed processes, business terms and service levels.
  • Attend daily Team Huddles to share relevant escalations to seek resolutions.
  • Proactively resolve service issues by clarifying the customer's requirements, communicate solutions and provide proactive resolutions to achieve customer satisfaction.
  • Responsible for customer data and system accuracy to ensure successful execution of orders and requests
  • 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.
  • Act as an intermediary between the Manufacturing Plants and Commercial Team to ensure timely resolution of issues, queries, complaints.
  • Partner with the Kerry Commercial Teams by keeping them up to date of insights, issues and opportunities.
  • Demonstrate knowledge and expertise to create a positive experience to our customers by maintaining up-to-date knowledge of products, customer businesses, processes and the marketplace.
  • Manage the complaint process in line with agreed service levels ensuring timely resolution & response to Customers.

Qualifications and skills

About You

  • Approximately 4 years in a customer facing role
  • Experience in customer service, account management, administration or sales support
  • High level communication; analytical and problem-solving skills.
  • Comprehensive knowledge of In-house Computer Systems and MS Office.
  • Ability to navigate multiple systems simultaneously.
  • Order to invoice experience in SAP (preferred)

Beware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a non-Kerry email address or phone number. In addition, Kerry does not currently utilise video chat rooms (e.g., Google Hangouts) to conduct interviews. Refuse any request that asks you to provide payment to participate in the hiring process (e.g., purchasing a "starter kit," investing in training, or something similar). Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses. In addition, any payments made by Kerry will be from official firm accounts bearing the Kerry name.

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