Customer Service Executive

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

We are seeking a highly motivated Customer Service Executive to join our team and play a key role in ensuring customer satisfaction and order fulfillment. You will be responsible for managing the entire Order-to-Invoice process, collaborating with various teams to deliver exceptional customer service and maintain On-Time In-Full (OTIF) performance.

Contract role

Work Location Cikarang

Reporting to Customer Service Manager

Key responsibilities

Customer Engagement

• Serve as the primary point of contact for assigned accounts, building strong relationships and understanding their needs.
• Partner with Sales and other departments to develop strategic account plans and drive customer success.
• Effectively manage customer inquiries and complaints, ensuring timely resolution and corrective action.

Order Management

• Process customer purchase orders and create accurate sales orders within the system.
• Collaborate with Warehouse and Transport Planning teams to ensure efficient delivery scheduling.
• Manage export orders, coordinating with overseas customers, Supply Planning, and Export/Import teams to determine Material Availability Dates (MAD) and arrange deliveries.
• Ensure adherence to all procedures and documentation requirements for export orders.
• Monitor billing invoices and collaborate with the Customer Service Administrator for any necessary debit or credit memos.

Supply Engagement

• Work closely with Supply Planners and the Material Call Off (MCO) team to address order-related issues and guarantee supply plans for each order line.
• Collaborate with the Quality Assurance team on customer complaints related to product quality.
• Perform additional duties as assigned.

Qualifications and skills

• Minimum Bachelor's degree in Business or a related field.
• Minimum 2-3 years of experience in customer service, with at least 3 years in an export/import role.
• Experience working in a manufacturing environment is a plus.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word).
• Experience with SAP is highly desirable.
• Excellent communication and presentation skills, with the ability to represent the company professionally and positively.
• Strong organizational and time management skills.
• Team player with a proactive and customer-centric approach.
• Ability to work independently and handle multiple tasks accurately and efficiently.