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Assistant Manager- Customer Service
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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
Senior Executive/Assistant Manager - Custome Service
Location - Bengaluru
Key responsibilities
Job Description:
- Improve customer service experience, engage with the customer [ Internal /external] and facilitate growth with satisfaction
- Ownership of customer issues with prompt resolutions and deploying resolution strategies focused on delighting the customer.
- Improve overall customer Experience by regular engagement and contributing towards positive NPS and CSAT.
• Maintenance of records and documents and discussions related to customers • Control of resources to achieve qualitative and quantitative targets. [Viz. Logistics]
- Knowledge of Export documentation [Pre, post, export invoice, letter of Credit, Co ordination with Overseas, CHA, Freight forwarders, Shipping Agents]
- Liaison with Logistics partners, scheduling deployment of vehicles, couriers, containers with adherence to compliances under Food Safety and FSSAI.
- Assist in placement of Orders, Credit notes / Refunds, execution of Orders on Time in Full to the customer.
- Coordination of Dispatch plans from customers to sites teams end to end.
- Analyze Inventory and facilitate smooth flow of dispatches in meeting customer requirements.
- Collaborate with customers and internal stakeholders on Forecasts / Actual supplies / Open Order.
• Review customer scorecards with our own performance and drive for required improvements. • Analyze and compile reports [OTIF, Logistics matrix, Open order and dispatch reports, MIS]
- Support and act as a backup for dispatch and invoicing in case of people leaving for other customers account / sites.
Qualifications and skills
Working experience as a Customer Services Executive / Asst Manager with min 5 yrs of experience [preferably from the FMCG / Food industry] dealing with Global / Strategic customers
- Strong client facing attitude with excellent communication skills [ written and verbal proficiency in English must].
- Good knowledge of management methods and techniques.
- Industry awareness with sound knowledge of office 365, and usage of collaborative/ analytical tools – Salesforce / SAP .
- Updated knowledge of Export procedures and documentation(preferred)
- Comprehensive understanding on Supply Chain process and challenges.
- Analytical ability with presentation skills
- Working Exp in SAP – SD / MM / PP , Salesforce.
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