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10

June

Customer Care Lead X 2

Kerry - Brisbane City, QLD

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Full Job Description
Requisition ID 27245
Position Type FT Permanent
Recruiter #LI-CO1
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 pro-active to customer requirements both internal and external. Display 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 City, QLD

Customer Service & Call Centre




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