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
Qualifications, Skills And Experience
Matric with at least 3 years’ experience within an export administration environment
Proficiency in English and Arabic 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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