Customer Care Specialist (English & Arabic Speaking) at Kerry

About the Position

The Customer Care Specialist plays a vital role as the primary liaison between the company and customers. They are responsible for promptly addressing customer needs, both internal and external, and swiftly resolving inquiries to enhance the overall customer experience. This role requires maintaining a professional company image and delivering comprehensive service within a high-performance, customer-centric environment. Additionally, the Specialist applies efficient order fulfillment processes to ensure accurate and streamlined order processing. They are also committed to achieving the required Service Rating in alignment with Key Performance Indicators (KPIs) through expertise, accuracy, a positive attitude, and proactive service. This position is based in Nairobi, Kenya.

Key Responsibilities

1. Ensure the precise processing of quotes and pro-forma invoice requests.
2. Accurately capture and convert sales orders.
3. Maintain order changes accurately.
4. Provide reliable weekly open order reports.
5. Offer proactive and comprehensive feedback.
6. Adhere to Service Level Agreements (SLAs) and KPIs as per Kerry’s strategy.
7. Collaborate with sites through communication channels for order adjustments or escalations.
8. Manage On-Time-In-Full (OTIF) performance.
9. Cultivate strong relationships with Key Account Managers and sites to promote inclusivity.
10. Apply knowledge of international trade terms (Inco-terms) to all orders.
11. Follow export documentation requirements, including country-specific regulations like IDF and LC.

Qualifications, Skills, and Experience

• High school diploma (Matric) with a minimum of 3 years’ experience in export administration.
• Proficiency in English and Arabic languages is essential.
• Familiarity with SAP Software Applications.
• Previous experience with Salesforce is desirable.
• Computer literacy, including proficiency in Microsoft Office Suite.
• Experience in addressing customer queries.
• Understanding of the order-to-billing process.
• Knowledge of Incoterms, Letters of Credit, and Import Declaration Forms.

Competencies

• Excellent communication and negotiation skills.
• Self-motivated with a strong focus on goals.
• Attention to detail.
• Exceptional interpersonal skills.
• Ability to handle conflict situations.
• A dynamic team player.
• Capable of working under pressure and following through on tasks.
• Takes ownership and applies knowledge confidently.
• Dedication to the company’s vision, values, core philosophies, and ethics.
• Fosters a positive culture of teamwork.