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Customer Care Specialist

3 months ago

Durban, KwaZulu-Natal, South Africa Kerry 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

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

Manage customer requests efficiently and direct their efforts to maximise the customer experience. Apply order fulfilment methods in order to achieve accurate and efficient order processing. Perform in such a manner as to achieve the required Service rating towards the KPI's, through system knowledge, accuracy, attitude and proactive service. Identifying and implementing the business rules and procedures.

Create and enhance the buying experience of our customers through professional service using systems and applying processes. Provide support for queries, complaints and general enquiries by applying sound problem-solving abilities. Follow and apply order management procedures, tasks and administration, ensuring we follow through all orders to point of final customer receipt, meeting customer expectations. Provide a positive attitude and display a drive towards the continued success of the business.

Key responsibilities

Customer Support & Operational support

  • Capturing of orders onto SAP
  • Changes to orders maintained
  • Sales order confirmations timeously sent
  • Weekly open order reports
  • Providing full and concise feedback pro-actively
  • Going the extra mile to WOW customers
  • Adhering to SLA's and KPI's per Kerry strategy
  • Liaising with sites via cockpits on changes to orders or escalations
  • Fully utilising Salesforce for all communication
  • OTIF management
  • Handling returns on SAP
  • Build relationships with Key Account managers and sites to create a culture of inclusivity
  • Ensure we are adhering to business terms
  • Following processes and business terms
Qualifications and skills
  • Grade 12 (NSC)
  • Minimum of 3 years' experience in contact centre/customer service
  • Working Knowledge of SAP Software Applications
  • Preferable experience in Salesforce
  • Experience in handling customer queries
  • Understanding order to billing process