Customer Care Specialist

Kerry is a global leader in taste and nutrition, partnering with some of the world's best-known food, beverage and pharma brands. For over five decades, we have helped customers navigate changing lifestyles, evolving consumer needs and global tastes through our expertise, insights and market-leading solutions.

We are currently seeking a highly motivated and detail-oriented Customer Care Specialist to join our team in Nairobi. In this role, you will be responsible for delivering excellent customer support, managing export orders, and ensuring seamless order-to-billing processes. The ideal candidate is a proactive problem-solver with strong experience in export administration, SAP proficiency, and fluency in French.

Key Responsibilities:

• Handle customer quotes and pro-forma invoice requests.
• Capture and convert sales orders, and maintain order changes accurately.
• Prepare and distribute weekly open order reports.
• Provide proactive, concise feedback to customers and internal teams.
• Meet service level agreements (SLAs) and key performance indicators (KPIs) aligned to Kerry strategy.
• Liaise with sites through cockpits on order changes and escalations.
• Manage OTIF (On-Time In-Full) delivery performance.
• Build strong relationships with Key Account Managers and sites to foster an inclusive culture.
• Ensure adherence to business terms and apply knowledge of Incoterms to all orders.
• Follow export documentation requirements and country-specific regulations such as IDF and Letters of Credit.

Qualifications & Skills:

• Minimum of 3 years' experience in an export administration environment.
• Working knowledge of SAP applications; Salesforce experience is preferred.
• Experience handling customer queries and managing order-to-billing processes.
• Understanding of Incoterms, Letters of Credit and Import Declaration Forms.
• Excellent communication and telephone skills; fluency in French is required.
• Proficient in MS Office (Word, Excel) and internet navigation.
• Self-motivated, goal-oriented and highly detail-driven.
• Strong interpersonal skills with the ability to manage conflict situations.
• A dynamic team player who thrives under pressure and takes ownership of tasks.
• Demonstrates commitment to Kerry's values, ethics and culture.

If you are passionate about customer care and want to contribute to a world-class organization, we would love to hear from you. Apply today via the official Kerry careers portal.

Requirements

• Minimum of 3 years' experience in an export administration environment.
• Working knowledge of SAP software applications.
• Preferable experience with Salesforce.
• Experience in handling customer queries.
• Understanding of order-to-billing processes.
• Understanding of Incoterms, Letters of Credit and Import Declaration Forms.
• Excellent communication and telephone skills; fluency in French is required.
• Computer literacy in MS Office, Word, Excel and internet navigation.
• Self-motivated and highly goal-oriented.
• Strong attention to detail and interpersonal skills.
• Ability to deal with conflict situations and work under pressure.
• Dynamic team player with strong problem-solving, decision-making and negotiation skills.
• Commitment to company vision, values, core philosophies and ethics.

Responsibilities

• Handle customer quotes and pro-forma invoice requests.
• Capture and convert sales orders accurately.
• Maintain changes to orders in a timely manner.
• Prepare and distribute weekly open order reports.
• Provide full and concise feedback proactively to customers and stakeholders.
• Adhere to SLAs and KPIs per Kerry strategy.
• Liaise with sites via cockpits on order changes and escalations.
• Manage OTIF (On-Time In-Full) performance.
• Build relationships with Key Account Managers and sites to create a culture of inclusivity.
• Ensure adherence to business terms and apply knowledge of Incoterms to all orders.
• Follow export documentation requirements and country-specific requirements such as IDF and LC.
• Drive positivity, teamwork and a culture of continuous improvement.

Compensation: Not specified