Customer Care Specialist

CUSTOMER CARE SPECIALIST — KERRY GROUP About Kerry Kerry stands as the world's foremost taste and nutrition partner to the food, beverage and pharmaceutical sectors. We collaborate daily with our customers to develop healthier, more delicious and sustainable products that reach billions of consumers globally. Our mission centres on becoming our customers' most trusted partner while advancing sustainable nutrition worldwide. Joining Kerry means contributing to the future of food while building your career within a dynamic, globally connected organization. About the Role As a Customer Care Specialist, you'll serve as the vital bridge between our customers and Kerry, maintaining our professional reputation while delivering exceptional service in a high-performance, customer-centric environment. This position demands excellence in service delivery and account management, requiring you to be proactive in anticipating and meeting both internal and external customer needs. You'll manage customer requests with efficiency, transforming each interaction into an opportunity to elevate the customer experience. Through effective order fulfilment processes, you'll ensure accurate and timely order processing while maintaining our service standards and key performance indicators. Your expertise with business systems, coupled with meticulous accuracy and a service-driven mindset, will directly contribute to meeting organizational objectives. You'll champion our business procedures while continuously seeking ways to enhance our customers' buying journey. When challenges arise, you'll apply sound problem-solving approaches to resolve queries, complaints and general enquiries with professionalism. Your commitment to seeing orders through to final delivery, combined with a positive attitude and dedication to business success, will define your tenure. Key Responsibilities Customer Support and Operational Excellence - Process quotes and pro-forma invoice requests - Capture and convert sales orders efficiently - Manage order modifications and maintain accuracy - Generate and review weekly open order reports - Deliver proactive, comprehensive feedback to stakeholders - Adhere consistently to established service level agreements and key performance indicators - Coordinate with production sites regarding order changes and escalations - Optimize on-time, in-full delivery performance - Build collaborative relationships with key account managers and operational sites - Ensure compliance with negotiated business terms - Apply Incoterms knowledge accurately across all orders - Navigate export documentation requirements with confidence - Stay informed on country-specific regulations including import declaration forms and letters of credit Communication and Stakeholder Engagement - Demonstrate exceptional communication and telephone proficiency - Fluency in French is essential - Showcase strong interpersonal abilities across all levels - Navigate conflict situations with professionalism and tact - Operate effectively as a dynamic team member Technical and Professional Competencies - Proficient in Microsoft Office applications including Word and Excel - Comfortable navigating internet systems and digital platforms - Experienced with ERP systems, preferably SAP - Salesforce experience highly valued - Self-motivated with strong goal orientation - Meticulous attention to detail - Capable of working effectively under pressure - Demonstrate ownership mentality and confident application of knowledge - Skilled in analysis, reasoning and sound decision making - Ability to influence and negotiate professionally - Aligned with company vision, values and ethical standards - Foster positivity and collaborative teamwork culture Required Qualifications and Experience - Minimum three years of experience within export administration environments - Working proficiency with SAP software applications - Demonstrated experience handling customer queries and resolving concerns - Clear understanding of complete order-to-billing processes - Knowledge of Incoterms, letters of credit and import declaration forms - Salesforce experience preferred