Customer Care Specialist

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 Customer Service Officer 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

• Quotes and Pro-forma Invoice requests
• Sales order capturing or conversion.
• Changes to orders maintained.
• Weekly open order reports
• Providing full and concise feedback pro-actively
• Adhering to SLA’s and KPI’s per Kerry strategy
• Liaising with sites via cockpits on changes to orders or escalations
• OTIF management
• Build relationships with Key Account managers and sites to create a culture of inclusivity.
• Ensure we are adhering to business terms
• Apply knowledge of Inco-terms to all orders
• Understanding and following the export documentation requirement processes
• Understanding and applying country specific requirements i.e. IDF, LC

Communication

• Excellent communication and telephone skills, Should be fluent with French.
• Computer literacy - MS Office, Word, Excel, Internet Navigation. Ability to use ERP System preferably SAP and salesforce.
• Self-motivated and highly goal orientated.
• Attention to detail.
• Strong interpersonal skills.
• Ability to deal with conflict situations.
• Dynamic team Player
• Ability to work under pressure and follow through on tasks.
• Ability to take ownership and apply knowledge with confidence.
• Commitment to company vision, values, core philosophies and ethics
• Driving positivity and culture of teamwork
• Problem solving and decision making
• Analysis
• Judgement and Decision Making
• Reasoning
• Verbal and Written Communication (including Listening)
• Influencing and negotiation
• Professional and Technical Skills

Qualifications And Skills

• Minimum of 3 years’ experience within export administration environment.
• Working Knowledge of SAP Software Applications
• Preferable experience in Salesforce
• Experience in handling customer queries
• Understanding order to billing process
• Understanding of Incoterms, Letters of Credit and Import Declaration Forms