Customer Service Lead

3 days ago


Auckland City, New Zealand Kerry Full time

**Requisition ID** 35643
**Position Type** FT Permanent
**Recruiter **#LI-CST1
**Posting Type** LI

**About Kerry**:
A career with Kerry Taste & Nutrition offers you an opportunity to shape how people across the globe view food and beverage while providing you opportunities to explore and grow as your interests do. With our commitment to a sustainable future, a career with Kerry is something you can feel good about.

**About the role**:
The Customer Service Lead will be responsible for leading the Accounts for the Kerry New Zealand Business. You will be required to perform at a high level by demonstrating excellent service performance, leadership skills and being pro-active to customer requirements both internal and external. Display a professional image of the company and provide a comprehensive service in a high performance, customer-focused environment.

**Key responsibilities**:

- Maintain professional, timely, and effective communication with all parties externally and internally
- Develop and maintain excellent relationships with Key Customer Accounts
- Responsible for all aspects of customer management including order management, accounts receivable disputes, master data maintenance and the complaint process
- Working closely with our Supply Chain Team and the Commercial Team to achieve the desired outcome for our valuable customers
- Ensure service issues do not arise by clarifying customer requests and managing expectations - determine cause of any issue, seeking solutions and escalating appropriately to the Customer Care Manager
- Generate and review Customer Open Order reports ensure order discrepancies are identified and addressed in order to ensure OTIF delivery performance goals are consistently met
- Proactively communicating with our customers throughout the order cycle as required
- Follow through the entire ordering cycle from order receipts to delivery, liaising with Production, Supply Chain and Finance teams at the appropriate steps
- Prepare Customer Order and OTIF reports weekly
- Lead and support the development of the Customer Care Representatives in your team
- Other ad-hoc duties assigned as and when required

**Qualifications and skills**:

- Minimum 5 years’ experience working in Customer Care roles, of which 3 years should be in a supervisory capacity
- Must have prior experience working in Manufacturing environment - experience in the Food industry is preferred
- Exposure in handling Global / Multinational customers is preferred
- Proficient in Microsoft Office and SAP and / or Salesforce
- Good command of verbal and written English

**Key Competencies**
- Excellent communication and interpersonal skills
- Solutions oriented - must have good problem solving skills
- Team player who demonstrates customer focus
- Ability to use initiative and strong organisational skills
- Ability to work in a fast-paced environment
- Follow through from start to finish
- Eye for detail



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