Customer Care Specialist

About Kerry

About the role

Key responsibilities

• Strategic Relationship Building Develop and maintain strategic, long-term, and trust-based relationships with high-volume clients, driving organic growth and aligning with company objectives.
• Needs Analysis Conduct in-depth research to understand and anticipate key customer wants and needs. Propose tailored solutions that address clients' requirements.
• Delivery Excellence Oversee the timely delivery of products to key clients, working closely with internal teams to ensure smooth operations.
• Client Liaison Act as the primary contact point for key clients, facilitating seamless communication and collaboration between clients and internal departments.
• Issue Resolution Handle customer complaints effectively, demonstrating a commitment to resolving issues promptly and maintaining client satisfaction.
• Feedback Loop Gather, analyze, and communicate customer feedback on service quality, technology, and product delivery. Drive continuous improvement initiatives.
• Client Expansion Identify and source new potential clients, exploring opportunities to expand the client portfolio.
• Performance Metrics Measure, track, and analyze key account metrics to evaluate performance and drive strategic decisions.
• Strategic Reporting Create comprehensive reports for senior management, summarizing key account activities, performance, and strategic insights.
• Collaborate closely with the production and warehouse teams to monitor inventory levels and ensure the availability of products for timely delivery.
• Market Insights Stay informed about industry and market trends and incorporate best practices into client strategies.

Qualifications and skills

• Bachelor’s or master’s degree in business, relevant experience.
• Arabic Speaker
• Working experience as a Customer Services Executive for minimum 3 - 5 Years.
• Proven experience in senior key account management, preferably within the Industry sector.
• Strong leadership and team management skills.
• Exceptional communication and negotiation abilities.
• Strategic thinking and problem-solving capabilities.
• Results-driven mindset with a focus on achieving growth objectives.
• Strong client facing attitude with excellent communication skills written and verbal proficiency in English must.
• Working knowledge in SAP & Sales Force system is preferrable.
• Ability to multi-task, prioritize, and manage time effectively
• Industry awareness with sound knowledge of software, and usage of collaborative tools.
• Comprehensive understanding on Supply Chain process and challenges.
• Analytical ability with presentation skills
• Beware of scams online or from individuals claiming to represent us.
• A Kerry employee will not solicit candidates through a non-Kerry email address or phone number.
• In addition, Kerry does not currently utilise video chat rooms (e.g., Google Hangouts) to conduct interviews.
• Refuse any request that asks you to provide payment to participate in the hiring process (e.g., purchasing a “starter kit,” investing in training, or something similar).
• Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses.
• In addition, any payments made by Kerry will be from official firm accounts bearing the Kerry name.