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Customer Care Lead X 2

Kerry - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin


Requisition ID 27245
Position Type FT Permanent
Posting Type LI

Kerry offers the industry’s largest portfolio of Taste & Nutrition Systems and Functional Ingredients & Actives, serving the Global Food, Beverage and Pharmaceutical industries. We work with the world’s top Retailers and Manufacturing companies to produce some of the best private-label products and tailored Food & Beverage solutions on the market. We also work with the leading Food Service chains helping to deliver appetising, relevant and innovative custom solutions, using our expertise in new product development, production and commercialisation.

Our Values: Courage | Enterprising Spirit | Inclusiveness | Open-mindedness | Ownership

About The Role

Do you have a passion for customer service?

We are hiring TWO exciting team lead roles in our Customer Care Team.

The Customer Care Lead will be responsible for leading the Accounts for the Kerry Australia Business . You will be required to perform at a high level by demonstrating excellent service performance, leadership skills and being p ro-active to customer requirements both internal and external. D isplay a professional image of the company and provide a comprehensive service in a high performance, customer-focused environment

You Will Play An Important Role In

  • Maintain professional, timely, and effective communication with all parties externally and internally
  • Develop and maintain excellent relationships with Key Customer Accounts
  • Responsible for all aspects of customer management including order management, accounts receivable disputes, master data maintenance and the complaint process
  • Working closely with our Supply Chain Team and the Commercial Team to achieve the desired outcome for our valuable customers
  • Ensure service issues do not arise by clarifying customer requests and managing expectations – determine cause of any issue, seeking solutions and escalating appropriately to the Customer Care Manager
  • Generate and review Customer Open Order reports ensure order discrepancies are identified and addressed in order to ensure OTIF delivery performance goals are consistently met
  • Proactively communicating with our customers throughout the order cycle as required
  • Follow through the entire ordering cycle from order receipts to delivery, liaising with Production, Supply Chain and Finance teams at the appropriate steps
  • Prepare Customer Order and OTIF reports weekly
  • Lead and support the development of the Customer Care Representatives in your team
  • Other ad-hoc duties assigned as and when required

To be successful in this role, you will need to have:
  • Minimum 5 years’ experience working in Customer Care roles (Business to Business environment), of which 3 years should be in a supervisory capacity
  • Must have prior experience working in Manufacturing environment – experience in the Food industry is preferred
  • Exposure in handling Global / Multinational customers is preferred
  • Proficient in Microsoft Office and SAP and / or Salesforce
  • Good command of verbal and written English
  • Excellent communication and interpersonal skills
  • Solutions oriented – must have good problem-solving skills
  • Team player who demonstrates customer focus
  • Ability to use initiative and strong organisational skills
  • Ability to work in a fast-paced environment
  • Follow through from start to finish
  • Eye for detail

Applicants must be eligible to work in Australia and have Permanent Residency

Location: Lytton, Queensland

Reporting to: Customer Care Manager – Australia

Brisbane Grove, NSW

Customer Service & Call Centre


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