Customer Care Manager - Australia

Requisition ID 47318
Position Type FT Permanent
Recruiter #LI-SSM1
Posting Type LI
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
Based in Brisbane, the Customer Care Manager is a self-starter with ambition, vision and a commitment to excellence in a dynamic business environment, whose role is to achieve and sustain growth and drive efficiencies and improvements on a long-term basis in the Customer Care function. This role requires an experienced professional with a full understanding of the area of specialization, resolving a wide range of issues in creative ways. You will be:

• A professional individual with proven success of operating in a Customer Care management role in a B2B environment
• An effective leader, driven by progress and operational excellence
• An experienced people manager, with expertise in managing team performance and development.
• Will display a professional image of the company and provide a comprehensive service in a high performance and customer focused environment.
• Able to drive and implement change and the capability to motivate others, to meet and exceed our business requirements and customer experience.

Key responsibilities

• Continuous development of service level standards, focused on response times and issue resolution, with a speed to market mentality that is aligned with Supply Chain's core foundation of consistency, sustainability and communication. This would include establishing policies and procedures that produce high quality customer service standards with the aim of exceeding industry best practice, ensuring that systems are fully utilized, maintained and enhanced.
• Manage hiring, training, retention and performance of the Customer Care team. This would include empowering each team member by identifying and providing feedback through 1:1 discussion and the effective use of personal development plans and coaching opportunities.
• Work effectively with all peers and stakeholders from Commercial / Sales, Finance, Supply Chain and Operations to negotiate and influence customer improvements, in turn driving a 'sales through service' mentality. Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time.
• Ensure Customer Care activities / initiatives support and enhance the objectives of the organisation, including customer correspondence policies and strategies related to quality and efficiency of customer support.
• Monitor business and process metrics to measure and manage the effectiveness of the Customer Care team. Successfully embed improvement / change projects which drive quality of service, consistency and sustainable standards.
• Maintain in-depth working knowledge of the company's brands, systems and processes.

Qualifications and skills

• Min 6 years' experience of managing teams in Customer Care / Sales Support for a global organization
• Customer care experience should be from a manufacturing background
• Strong strategic and customer focused mentality with a clear understanding of the wider issues impacting the relevant markets
• Proven relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, in a quality-led, legislative-compliant environment
• Proven experience in leading and managing complex projects in a structured approach
• Excellent English speaking and writing skills, proficient in other local languages a definite advantage
• In-depth knowledge and experience in the SAP ERP and Sales Force system.

Competencies Required:

• Extraordinary customer-focus and service orientation
• Advanced troubleshooting and multi-tasking skills
• Influential relationships skills - able to leverage relationships to deliver service improvements
• Demonstrated ability to motivate people, assess and develop employee skills
• Positive, proactive, and energizing personality
• Cultural awareness, understanding and effectiveness
• Resilient, able to work under pressure in a fast-paced environment

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.