Customer Service Manager

Requisition ID: 66374
Position Type: FT Permanent
Workplace Arrangement: #LI-Onsite

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.

Key responsibilities

• Manage the day-to-day operations of the customer service department.
• Lead, coach, and develop the customer service team to achieve high performance.
• Monitor customer inquiries and ensure timely, professional resolution of complaints and issues.
• Develop and implement customer service policies, procedures, and quality standards.
• Track and analyze customer service metrics, preparing regular performance reports.
• Collaborate with sales, operations, logistics, and other departments to enhance customer satisfaction.
• Identify opportunities to improve customer service processes and implement continuous improvement initiatives.
• Ensure compliance with company policies, health and safety regulations, and relevant industry standards.
• Manage staffing, scheduling, and performance evaluations for the customer service team

Qualifications and skills

• Bachelor's degree in Business Administration, Management, or a related field (preferred).
• 7+ years of experience in B2B customer service within the FMCG industry.
• Proven experience in customer service management or a similar leadership role.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership and team management abilities.
• Proficiency in Microsoft Office and customer relationship management (CRM) systems.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong analytical and decision-making skills.

Key Competencies:

• Customer-focused mindset
• Leadership and people management
• Conflict resolution
• Time management and organization
• Strategic thinking
• Continuous improvement
• Collaboration and teamwork

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: #LI-MH1
Posting Type: LI