Customer Care Specialist (English & French Speaking) at Kerry

About The Role

• The Customer Care Specialist acts as the key contact between the customer and the company and will be responsive to customer's requirements at all times, (both internal and external) and resolve customer queries quickly and will direct their efforts to maximize the customer experience. The incumbent is required to display a professional image of the company and provides a comprehensive service in a high performance, customer-focused environment. Additionally, apply order fulfilment methods in order to achieve accurate and efficient order processing. The incumbent will also work towards achieving the required Service Rating towards the KPI's, through system knowledge, accuracy, attitude and proactive service. 

The position is based in Kenya, Nairobi. 

Key Responsibilities

• Accurate processing of quotes and pro-forma invoice requests
• Accurate sales order capturing or conversions
• Ensure changes to orders are maintained
• Provide accurate weekly open order reports
• Provide full and concise feedback pro-actively
• Ensure adherence to SLA’s and KPI’s per Kerry strategy
• Liaise with sites via cockpits on changes to orders or escalations
• OTIF management
• Build relationships with Key Account Managers and sites to create a culture of inclusivity
• Apply knowledge of inco-terms to all orders
• Follow the export documentation requirement processes 
• Apply country specific requirements ie: IDF, LC

Qualifications, Skills and Experience

• Matric with at least 3 years’ experience within an export administration environment
• Proficiency in English and French languages is essential 
• Knowledge of SAP Software Applications
• Experience working with Salesforce is preferable 
• Computer literacy (Microsoft Office Suite)
• Experience in handling customer queries 
• Understanding order to billing process
• Understanding of Incoterms, Letters of Credit and Import Declaration Forms

Competencies

• Excellent communication and negotiation skills 
• Self-motivated and highly goal-orientated
• Attention to detail
• Strong interpersonal skills
• Ability to deal with conflict situations
• Dynamic team player
• Ability to work under pressure and follow through on tasks
• Ability to take ownership and apply knowledge with confidence
• Commitment to company vision, values, core philosophies and ethics
• Driving positivity and culture of teamwork