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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 Strategic Customer Care Specialist plays a crucial role in ensuring a seamless and exceptional customer experience by executing the strategic customer care model. Reporting to the Strategic Customer Care Lead – ANZ, this role focuses on strengthening customer relationships, optimizing service delivery, and driving operational excellence. The Strategic Customer Care Specialist will act as a key liaison between customers and internal teams, ensuring alignment with business objectives and fostering long-term partnerships.
The In-House Sales & Support function focuses on building strong customer relationships by proactively generating leads, conducting outreach, and presenting tailored solutions. It also involves maintaining accurate records, following up regularly, collaborating with Customer Care, and consistently achieving sales targets.
Key responsibilities
Customer Engagement & Relationship Management
* Serve as the primary point of contact for assigned strategic customer accounts, ensuring their needs are met with efficiency and accuracy.
* Develop and maintain strong relationships with key customer stakeholders to enhance service delivery and satisfaction.
* Proactively manage customer expectations and address concerns with a solution-focused approach.
* Support the execution of customer service strategies that drive retention and long-term business growth.
Operational Excellence & Service Delivery
* Execute best-in-class customer service processes to support a seamless order-to-delivery experience.
* Collaborate with supply chain, sales, and operations teams to ensure timely order fulfillment and issue resolution.
* Monitor and manage order flow, proactively identifying and addressing potential service disruptions.
* Utilize data insights and customer feedback to drive continuous improvement in service quality and responsiveness.
Stakeholder Collaboration
* Work closely with internal teams, including logistics, supply chain, and sales, to ensure alignment on customer service objectives.
* Support the transition to a centralized customer care model, ensuring consistency and efficiency in service delivery.
* Actively participate in customer meetings, providing insights and updates on service performance.
* Represent the Customer Care team in cross-functional projects aimed at enhancing customer engagement and operational efficiency.
Process Optimization & Performance Monitoring
* Assist in the implementation of customer care best practices, leveraging technology and automation where applicable.
* Track and analyse key performance indicators (KPIs) to assess service levels and identify areas for improvement.
* Contribute to process improvement initiatives that enhance customer experience and operational effectiveness.
* Provide regular reports and insights on customer service trends, challenges, and opportunities.
Qualifications and skills
* Education: Tertiary qualification in Supply Chain, Customer Service, or a related field is advantageous.
* Experience: Minimum of 3 years in a customer service, supply chain, or related role, preferably within the food or manufacturing industry.
* Customer-Centric Mindset: Strong ability to prioritize customer needs while aligning with business objectives.
* Excellent communication and relationship management skills.
* Strong problem-solving abilities with a proactive and analytical mindset.
* Experience working with CRM and ERP systems (SAP experience preferred).
* Ability to manage multiple priorities in a fast-paced environment.
* Strong teamwork and collaboration skills to drive cross-functional alignment.
* Proficiency in Salesforce for CX management is advantageous.
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