Job Description

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.

Key responsibilities

Leadership Management:
o Proactively leads the broader Customer Management Support Team with a clear focus on building trusted relationships with Customer Care teams, shared service centers and wider GBS team, offering solutions and drives service excellence consistently delivering a differentiated best in class experience to our customers empowering and encouraging the team to increase customer loyalty, satisfaction and business growth.
o Resource & capacity management of team whilst ensuring strong team performance, operational excellence & delivery of an excellent customer experience
People Management:
o Supervision of assigned team & management of daily workload & performance
Stakeholder Management:
o Develops trusted relationships at a cross enterprise level
o Demonstrate high levels of engagement, collaboration and proactive communication with key stakeholders
o Contact point for building relationships and regular interaction with designated customers & our internal commercial leads keeping them apprised of insights, issues and opportunities.
o Representing the function at cross enterprise, customer, commercial meetings, and calls
o Manage relationships with key customers & internal stakeholders with a strong focus on operational excellence & improvement
Operational Service Delivery:
o Responsible for managing relevant customer & internal requests; Salesforce requests, reporting requirements, master data management, credit returns and related system maintenance with timely processing, & accuracy.
o Anticipate, identifies and proactively resolve issues by clarifying requirements, determining solutions to provide proactive resolution to achieve service excellence and adhere to operating procedures.
o Communication Management:
o Provides professional, timely, reliable and consistent updates and information sharing with internal stakeholders and team members.
o Navigates internally to ensure timely proactive resolution of issues, queries and complaints providing a seamless experience.
o Proactively communicates and de-escalates related issues and identifies solutions and keeps relevant internal contacts in region informed.

Qualifications and skills

• At least 5 year experience in people management
• At least 10 years experience in customer service
• High level of English language proficiency as this is Kerry's most widely spoken language.
• Confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups.
• Able to select the most appropriate method of communication to any given situation and tailor approach accordingly to ensure the most receptive audience and the best likelihood of influence and success.
• Proficiency in one or more additional foreign language would be a significant advantage (in particular Indonesian Bahasa, Chinese, Thai, Arabic, French, German, Italian, Dutch, Spanish, Polish, Portuguese)