Customer Care Specialist

About the Role

The Customer Care Specialist acts as a key contact between our customers and the Company. This role displays a professional image of the company and provides a comprehensive service in a high-performance, customer-focused environment. The individual will be required to perform at a high level by demonstrating excellent service performance and account management. The Customer Service Officer will always be proactive to customer requirements, both internal and external.

Primary responsibilities include managing customer requests efficiently and directing efforts to maximize the customer experience. The role applies order fulfillment methods to achieve accurate and efficient order processing, performs in a manner that achieves the required service rating toward key performance indicators (KPIs) through system knowledge, accuracy, attitude, and proactive service, and identifies and implements business rules and procedures.

This role creates and enhances the buying experience of our customers through professional service using systems and applying processes. It provides support for queries, complaints, and general enquiries by applying sound problem-solving abilities. The specialist follows and applies order management procedures, tasks, and administration, ensuring we follow through all orders to point of final customer receipt, meeting customer expectations. A positive attitude and drive toward the continued success of the business are essential.

Key Responsibilities

Customer Support & Operational Support

• Manage quotes and pro-forma invoice requests
• Capture or convert sales orders
• Maintain changes to orders
• Prepare weekly open order reports
• Provide full and concise feedback proactively
• Adhere to service level agreements (SLAs) and KPIs per Kerry strategy
• Liaise with sites via cockpits on order changes or escalations
• Manage OTIF (On Time In Full)
• Build relationships with Key Account managers and sites to create a culture of inclusivity
• Ensure adherence to business terms
• Apply knowledge of Incoterms to all orders
• Understand and follow export documentation requirement processes
• Understand and apply country-specific requirements (e.g., IDF, LC)

Communication

• Demonstrate excellent communication and telephone skills; fluency in French required
• Possess computer literacy in MS Office (Word, Excel), Internet Navigation
• Ability to use ERP systems, preferably SAP and Salesforce
• Self-motivated and highly goal-oriented
• Exhibit strong attention to detail
• Demonstrate strong interpersonal skills
• Ability to deal with conflict situations
• Work as a dynamic team player
• Ability to work under pressure and follow through on tasks
• Take ownership and apply knowledge with confidence
• Commitment to company vision, values, core philosophies, and ethics
• Drive positivity and a culture of teamwork
• Apply problem-solving and decision-making skills
• Analyze situations effectively
• Exercise sound judgment and decision-making
• Use reasoning to resolve issues
• Communicate verbally and in writing with active listening
• Influence and negotiate where needed
• Maintain professional and technical skills

Qualifications And Skills

• Minimum of 3 years’ experience in export administration environment
• Working knowledge of SAP software applications
• Preferable experience in Salesforce
• Experience in handling customer queries
• Understanding of order-to-billing process
• Understanding of Incoterms, Letters of Credit, and Import Declaration Forms