About the Role:
Due to an internal promotion, Kerry-AATCO is now seeking a experienced Customer Care Manager, based out of Sohar, Oman, and leading a team of 4 Customer Care Specialists who are based in Sohar. The successful candidate will have a previous customer care background and be coming from a manufacturing environment, so as to be the link between the customer, operations and supply chain. Previous SAP experience is a disctinct advantage in order to understand process and process efficiencies.
People Management: Line management for customer care representatives - responsible for leading, coaching and developing their capabilities Develop individual KPI for team members and analysing individual performance to target Identify and propose training platforms for skills gaps developmental plan Assist in the design of skills improvement training, help develop and implement training plans within the team Identify gaps and knowledge skills amongst the team & participate in the formulation of talent management
Operations: Ensure compliance with procedures and processes Drive transformation process through continuous process & operational improvement by embracing Kerry Ways of Working Liaise with internal departments, aligning with Kerry Ways of Working Monitor OTIF by customers based in the Philippines, analyse results together with related functions (Supply Chain, Warehouse, Customer Engagement) and ensure implementation of agreed solutions Provide summaries and reports as required (monthly / weekly) Strategize with Operations Teams (Supply Chain, Warehouse, QA, etc.) and to drive win-win solutions for customers Ensure customer master data alignment with respective department within Kerry (delivery windows, special document requirement, special labelling, special palletization etc.). Define standards of performance for Customer Care team and drive improvements to the customer experience Identify and address issues that create barriers to service delivery.
Qualifications & Skills: Minimum Bachelor’s Degree in Business or related field Minimum 7 years’ experience in a Customer Care role with at least 2 years’ experience in a leadership role Preference for someone with Food & Beverage, Food Service or Ingredients / Flavour industry experience, but not essential. Manufacturing experience however, is essential. Cost management experience SAP experience is a definite advantage
Competencies Required: Customer satisfaction focussed Capable of working in cross-functional team (local and overseas) Excellent facilitation and negotiation skills Problem solving abilities, good organisational skills and follow-through Strong leadership & coaching skills Excellent interpersonal and project management skills Drives knowledge sharing and implements shared learnings at local level Should be comfortable working in a fast-paced, global environment where accountability, quality, timeliness are key components