Customer Care Associate

Descripción del puesto:

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

The Associate Customer Care role is responsible for delivering a world-class customer experience by providing timely, accurate, and high-quality support across all order-related and service data management activities. This position plays a critical role in ensuring service levels are consistently met, demonstrating strong ownership and accountability, and collaborating effectively with cross-functional teams to support proactive, end-to-end case management.

Key responsibilities

* Execute Sales Order Management activities in SAP (VA01), ensuring accuracy and compliance with established procedures.
* Create, update, and maintain customer master data, product data, and technical/service documentation in line with data governance standards.
* Process data requests accurately and efficiently, including new customer setups, data corrections, document validation, and attribute updates.
* Manage, document, and track customer disputes in accordance with internal policies and service level agreements.
* Collaborate closely with Finance, Sales, and Customer Care teams to investigate, validate, and resolve disputes within defined timelines.
* Ensure all disputes are clearly documented, including root-cause analysis and preventive action recommendations where applicable.
* Monitor and manage customer case queues in Salesforce to ensure timely follow-up and resolution.
* Maintain and update operational reports, dashboards, and performance metrics.Actively participate in continuous improvement initiatives to enhance processes, efficiency, and customer satisfaction.
* Collaborate effectively with the NAMER team and other GBS teams to ensure seamless service delivery and issue resolution.

Qualifications and skills

* Advanced English proficiency (written and verbal).
* Advanced Portuguese proficiency (written and verbal).
* Hands-on experience with SAP (Sales Order Management).
* Working knowledge of Salesforce.
* Ability to analyze and visualize data using Power BI.
* Advanced Microsoft Excel skills, including pivot tables, formulas, and data analysis