Customer Care Specialist

CUSTOMER CARE SPECIALIST Kerry Group About Kerry Group Kerry is the world's leading taste and nutrition company serving the food, beverage and pharmaceutical industries. We work alongside our customers daily to develop healthier, tastier and more sustainable products that reach billions of people globally. Our mission is to become our customers' most valued partner while advancing sustainable nutrition solutions. Joining Kerry means contributing to the future of food while growing your career across a genuinely global organization. The Opportunity As a Customer Care Specialist, you will serve as a vital bridge between Kerry and our valued customers. You will represent the company professionally while delivering exceptional service in a high-performance, customer-focused setting. This role demands excellence in service delivery and account management, requiring you to remain proactive in meeting both internal and external customer needs. You will manage customer requests efficiently to create outstanding buying experiences. Your work will include processing orders accurately and promptly, maintaining service ratings that meet our KPIs through system expertise, precision, positive attitude and forward-thinking service. You will identify opportunities to implement business rules and procedures that strengthen our operations. Your core mission is to enhance every customer interaction through professional service, system knowledge and process application. You will handle inquiries, complaints and support requests using strong problem-solving skills. You will ensure all orders are tracked through to final customer receipt, consistently meeting expectations while maintaining a positive, results-driven mindset. What You'll Do Customer Support and Operational Excellence - Process quotes, pro-forma invoices and sales order requests - Manage order modifications and maintain weekly open order reports - Deliver proactive, thorough feedback to all stakeholders - Meet all SLA and KPI targets according to Kerry strategy - Coordinate with production sites on order changes and escalations - Manage on-time, in-full delivery performance - Develop strong relationships with key account managers and site teams - Verify compliance with agreed business terms - Apply Incoterms knowledge accurately across all transactions - Navigate export documentation requirements and country-specific regulations including IDF and letters of credit Communication and Relationship Building - Maintain excellent telephone and written communication standards with fluency in French preferred - Demonstrate computer proficiency in MS Office, Word, Excel and internet tools - Operate effectively within ERP systems, particularly SAP and Salesforce - Show self-motivation and strong goal orientation - Display meticulous attention to detail in all tasks - Build positive interpersonal connections across teams - Navigate conflict situations constructively - Perform collaboratively as a dynamic team member - Deliver results under pressure while seeing commitments through - Take ownership of your work with confidence and competence - Uphold Kerry's vision, values and ethical standards - Foster positivity and teamwork throughout your environment What We're Looking For Essential Qualifications and Experience - Minimum three years working in an export administration environment - Practical knowledge of SAP software applications - Proven experience handling customer queries and complaints - Understanding of the complete order-to-billing cycle - Knowledge of Incoterms, letters of credit and import declaration forms - Salesforce experience preferred Key Competencies - Strong analytical and reasoning abilities - Solid judgment and decision-making skills - Clear verbal and written communication with active listening - Proven influencing and negotiation capabilities - Professional demeanor and technical competency