About the RoleAs a Customer Care Supervisor, you will play a pivotal role in ensuring our customers receive exceptional service and support.
You will be responsible for managing complex customer inquiries, resolving issues efficiently, and providing guidance to junior team members.Main ResponsibilitiesOrder Validation: Validate that orders have correct settings once entered into the system.Inventory Availability Confirmation: Confirm inventory availability dates using ATP and notify customers of any changes.Forecast Review: Review forecasts and generate cockpits to inform the Supply team and confirm MAD if necessary.Availability Follow-Up: Follow up with the planning team to confirm availability dates and notify customers.Credit Block Management: Resolve credit blocks by following up with corresponding teams.Transportation Coordination: Coordinate with transportation teams (internal or customer) to ensure delivery compliance according to customer's RDD.Claims and Complaints Management: Channel customer claims or complaints to appropriate teams for analysis and response.Business Continuity Assurance: Document processes, manuals, and procedures, and establish backup plans with the team.Internal Communication: Maintain clear communication with internal departments to ensure order fulfillment within defined timelines.Qualifications & SkillsBachelor's degree in administration, international business, foreign trade, or a related field.2-3 years of experience in customer service and/or logistics roles.Advanced conversational English.Proficiency in Microsoft Office Suite.Knowledge of ERP systems, SAP preferred.Experience with CRM systems, Salesforce preferred.Understanding of Order Management processes.Strong customer service skills.Excellent interpersonal communication skills (both written and verbal).Proactive attitude with a focus on continuous improvement.Strong conflict resolution skills.Kerry's VisionWe are Kerry, a leading taste and nutrition company for the food, beverage, and pharmaceutical industries.
We partner with customers to create healthier, tastier, and more sustainable products consumed by billions worldwide.
Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition.
