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    Customer Care Specialist - Nairobi, Kenya - Kerry

    Kerry
    Kerry Nairobi, Kenya

    4 days ago

    Default job background
    Full time
    Description
    Kerry is a company rich in heritage and resources.

    Over the past five decades, our focus on changing lifestyles, the globalisation of food tastes and ever-evolving consumer needs has brought us to a market-leading global position.

    At Kerry, we are proud to provide our customers' some of the world's best-known food, beverage and pharma brands with the expertise, insights and know-how they need to deliver products that people enjoy and feel better about consuming.

    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

    Requirements
    Qualifications, Skills & Experience

    Diploma/Degree will be beneficial with a minimum of - 5 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
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