Customer Care Support Specialist - Europe
Kerry Kuala Lumpur 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
Work Location: 1Powerhouse, PJ (5mins walk from MRT Bandar Utama)Reporting To: Customer Care Support Manager
Working Hours: 2.00PM – 11.00PM
Customer care support specialist needs to handle order management processing, responsible for operational service delivery and provides professional communication in daily task.
Key responsibilities- 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.
- 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.
- 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.
- 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.
- Partner 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.
- 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.
- Bachelor's Degree or Diploma/Post Graduate Diploma in any field
- Minimum 2-3 years working experience in customer service of a Manufacturing environment.
- Knowledge in import/export business and documentation will be an added advantage.
- Exposure in handling difficult customers
- Proficient in Microsoft Office
- Knowledge and skill in SAP system is preferable
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