Senior Customer Care Representative


Kerry Ingredients and Flavours
Beloit, WI 53512
United States

Description
We are Kerry. The Taste & Nutrition Company. We make products people enjoy and feel better about. And, we are growing. We need talented, passionate people who want to help us make the business better. People who expect better from themselves. People who care about delivering better for customers, their colleagues, the company and their own career. People who take pride in paving new paths to lead the business forward. We need great people who want to do great things. People like you, perhaps.
If you are high energy, self-motivated, creative, collaborative, and enjoy executing against the demands of a fast-paced high growth organization, then consider joining our team to help drive your career and Kerry forward. Learn more and/or apply at www.kerry.com/careers
Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Kerry will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.
Description and Responsibilities
The Sr. Customer Care Representative acts as the primary point of contact between our Key Account customers and the company. Displays a professional image of the company and provides a comprehensive service in a high performance, customer focused environment with respect to company products, procedures and technology. This individual will be required to perform at a high level by demonstrating excellent leadership abilities, service performance, and account management. Sr. Customer Care Representative will be pro-active to customer's requirements at all times, (both internal and external). Manage customer requests efficiently and direct their efforts to maximize the customer's experience.
Responsibilities:
Maintain professional, timely and effective communication with all parties
Responsible for all aspects of account management, administration, account inquires and sales support / business development / reporting
Manage the order process in line with Key Account company procedures by proposing improvements where necessary
Exhibit proactive approach to issues by clarifying customer requests. manage expectations by determining the cause, seeking solutions and escalating appropriately
Develop and maintain excellent relationships with key account customers
Maintain up-to-date knowledge of client's business, relevant products, the market, processes and suppliers
Develop strong relationships with cross functional teams to ensure high level of support to Key Accounts (Supply Chain, Sales, 360)
Actively participate in special project and assignments
Exhibit strong problem solving and independent decision making abilities
Ability to develop an action plan to drive performance and corrective actions
Demonstrate ability and willingness to take on additional responsibilities
Undertake regular customer visits, presentations and face to face meetings
Remain fully flexible to meet business requirements and demands
Communicate with management team on a regular basis to ensure all Key Performance Indicators (KPI) are being met
Manage service issues where possible by clarifying customer complaints, determining cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to senior management
Monitor performance, provide coaching and mentoring to Customer Care Representative I and II where appropriate
Ability to support VMI requirements where necessary
Qualifications
Requirements:
Bachelor's degree from an accredited institution preferred. Related experience of 5+ years' experience may be considered in lieu of a degree.
Experience:
Previous experience in a customer focused environment, preferably in a key account management, leadership, or sales support role
Aptitudes:
Excellent communication (written and verbal) and interpersonal skills
Be seen as a go-to person
Support an inclusive culture
The ability to integrate, work and lead, effectively with others in a changing environment
Solid account management and business development experience
Strong organizational, analytical, problem solving, and decision making abilities
An effective team player with drive
Ability to influence and lead others
Effective project management skills
Strong desire for continuous learning and professional growth
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