Customer Care Manager South Africa
1 week ago
Requisition ID 48805
Position Type FT Permanent
Recruiter #LI-TS1
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:
Key Responsibilities:
- Continuous development of service level standards, focused on response times and issue resolution, with a speed to market mentality that is aligned with Supply Chain's core foundation of consistency, sustainability and communication
- Manage hiring, training, retention and performance of the Customer Care team
- Work effectively with all peers and stakeholders from Commercial / Sales, Finance, Supply Chain and Operations to negotiate and influence customer improvements, in turn driving a 'sales through service' mentality
- Ensure Customer Care activities / initiatives support and enhance the objectives of the organisation, including customer correspondence policies and strategies related to quality and efficiency of customer support
- Monitor business and process metrics to measure and manage the effectiveness of the Customer Care team
- Maintain indepth working knowledge of the company's brands, systems and processes
- Own and improve our Net Promoter Score through deliberate customer engagement actions and plans
Qualifications, Skills and Experience:
- Minimum requirement of a Bachelor's degree in a relevant field of study with at least 6 years' experience of managing teams in the area of Customer Care / Sales Support for a global organisation
- Customer care experience within a manufacturing background is essential
- Strong strategic and customer focused mentality with a clear understanding of the wider issues impacting the relevant markets
- Proven relationship management experience at a senior, strategic level role
- Established track record of exceeding targets, in a qualityled, legislativecompliant environment
- Proven experience in leading and managing complex projects in a structured approach
- Excellent English speaking and writing skills, proficient in other local languages an advantage
- Indept knowledge and experience in the SAP ERP system
Competencies:
- Extraordinary customerfocus and service orientation
- Advanced troubleshooting and multitasking skills
- Influential relationships skills able to leverage relationships to deliver service improvements
- Demonstrated ability to motivate people, assess and develop employee skills
- Positive, proactive, and energizing personality
- Cultural awareness, understanding and effectiveness
- Resilient, able to work under pressure in a fastpaced environment
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