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About Kerry

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the role

Hybrid Role Monday and Friday Remote

Tuesday , Wednesday and Thursday in Office

Hours 8am to 5pm

Act as the primary contact between the customer and Kerry, delivering a world class customer experience for our customers. Respond consistently to our customer's needs, understanding that customer relationships are built on positive engagements, outcomes and experiences. Demonstrate excellent customer service abilities and interpersonal skills, the ability to operate in a dynamic customer centric environment, providing consistent service to drive best in class service with the passion to support our customers.

Role Priorities (1 - 3 years)

+ Build trusted relationships with assigned Strategic and Core customers, provide solutions, and continually delights them with a positive, customer-centric attitude. Provide professional timely, reliable, consistent and professional communication with internal and external customers.

+ Partner with Account Managers to keep them apprised of insights, issues and opportunities.

Key Individual Accountabilities

Relationship Management

+ Build trusted relationships with our customers, offers solutions and drives service excellence consistently delivering a differentiated best in class experience to our customers through knowledge, empowerment and partnership while enabling and encouraging increased customer loyalty, satisfaction and business growth.

Pro-active Order Management

+ Proactively manage the customer order management in line with agreed processes, business terms and service levels, responsible for all internal and external (customer) order management engagement, resolution & communication.

+ Coordinating with the wider CC team, operating at cross enterprise level to ensure successful execution of customer’s orders while driving accountability & best outcomes for our customers.

+ Demonstrates ability and willingness to take on additional responsibilities.

+ Supports Customer Service Management activities including Customer Insights, Customer Complaints, and Customer Reporting and end to end case order management.

Escalation Management

+ Attend Control Tower Huddle daily and share relevant escalations to seek resolutions. Communicate and ensure responsiveness to the wider CC team.

Service Excellence

+ Responsible for all aspects of customer engagement & communication, ensuring successful internal coordination of customer request management with timely resolution & responsiveness.

+ Anticipate, identifies and proactively resolve service issues by clarifying the customer's requirements, communicate solutions and provide proactive resolution to achieve customer satisfaction.

+ Proactive issue resolution and customer communications for post-sale activities.

Performance Management

+ Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our service to make it easier and more valuable for our customers to do business with Kerry. Consistently exceeding our Global Customer Service KPI’s.

+ Responsible for customer data and systems accuracy to ensure successful execution of orders and requests

+ Focuses on creating a positive experience for the customer.

Key responsibilities

Communication Management

+ Provides professional, timely, reliable and consistent communication with our customers.

+ Navigates internally within Kerry to ensure timely proactive resolution of issues, queries, claims and complaints providing a seamless experience.

+ Manage customer communications related to service performance. Proactively communicates and de-escalates customer issues and identifies customer solutions and keeps relevant commercial stakeholder informed.

+ Communicates with supervisors on a regular basis. Demonstrating knowledge and expertise to create a positive experience for the customer.

Stakeholder Management

+ Partners with our commercial teams & wider customer care keeping them apprised of insights, issues and opportunities. Participates in customer calls, key business review meetings and presentations as requested.

+ Develops strong relationships at a cross enterprise level, partner across all internal functions with a customer-focused mindset.

Knowledge Management

+ Maintain up-to-date knowledge of products, customer businesses, processes and the marketplace. Builds relationships with assigned customers, provides solutions, and continually delights them with a positive, customer-centric attitude.

The pay range for this position is $19.93 - $32.31 per hour. Kerry typically does not hire an individual at the top or near the top of the range, as we are a pay-for-performance company, and this range is set to continue to reward performance annually while in role. Compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate within the above range may be influenced by a variety of factors including skills, qualifications, experience, and internal equity. Kerry offers a competitive benefits package, including medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, Employee Share Plan, Life, disability, and accident insurance, and tuition reimbursement. This job posting is anticipated to expire on 11-24-2025

Qualifications and skills

+ Bachelor’s degree (or equivalent experience)

Number of years

1-2 years in a customer facing role

Industry / Sector Specific

+ Experience in customer service, account management or sales support, desirable if experience is in food, beverage or pharma sector.

+ Proficient in Microsoft applications.

+ Ability to navigate multiple systems simultaneously.

+ Order to invoice experience in SAP and SFDC (Salesforce).

Management Level

N/A

•Kerry is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age disability, protected veteran status or other characteristics protected by law. Kerry will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen. Additional information can be found at Know Your Rights Workplace Discrimination is Illegal (dol.gov).

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.

Recruiter

Posting Type DNI