Customer Care Supervisor

Kerry; San Juan del Río; Presencial; MXN 300,000 - 450,000; Jornada completa

Descripción de la vacante

Kerry, a leading taste and nutrition company, is seeking a Customer Care Supervisor to enhance customer satisfaction and loyalty. This role involves managing customer inquiries, ensuring order fulfillment, and coordinating with various internal teams. Ideal candidates will have a Bachelor's degree, experience in customer service, and strong communication skills.

Formación

• 2-3 years of experience in customer service and/or logistics roles.
• Advanced conversational English.
• Understanding of Order Management processes.

Responsabilidades

• Manage complex customer inquiries and resolve issues efficiently.
• Coordinate with transportation team to ensure delivery compliance.
• Follow up on customer claims or complaints.

Conocimientos

Customer Service

Conflict Resolution

Interpersonal Communication

Proactive Attitude

Educación

Bachelor’s degree in administration, international business, foreign trade, or a related field

Herramientas

Microsoft Office Suite

ERP systems (SAP preferred)

CRM systems (Salesforce preferred)

Descripción del empleo

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

As a Customer Care Supervisor, you will play a pivotal role in ensuring our customers receive exceptional service and support. You will be responsible for managing complex customer inquiries, resolving issues efficiently, and providing guidance to junior team members. Your expertise will help enhance customer satisfaction and loyalty, contributing to the overall success of our customer care operations.

Key responsibilities

Order Validation: Once the order is entered into the system, validate that it has the correct settings.

Inventory Availability Confirmation: Run ATP to check inventory availability dates and confirm the availability date to the customer.

Forecast Review: Review forecasts and, in case of overconsumption, generate a cockpit to inform the Supply team and confirm the MAD.

Availability Follow-Up: Follow up with the planning team to confirm the availability date and notify customers of any changes.

Credit Block Management: In case of an order being blocked due to credit, follow up with the corresponding team.

Transportation Coordination: Coordinate with the transportation team (internal or customer) to ensure delivery compliance according to the customer’s RDD.

Claims and Complaints Management: Follow up on customer claims or complaints, channeling them to the appropriate teams to analyze the claim and provide an appropriate response to the customer.

Business Continuity Assurance: Document processes, manuals, and procedures, and establish a backup plan with the team to cover vacations or absences.

Internal Communication: Maintain clear and direct communication with various internal departments (Customer Care, GBS, Finance, PMM, Commercial, Transportation, Credit, Collections, QA, Planning, Operations, etc.) to ensure the order fulfillment process is completed.

Qualifications and skills

Bachelor’s degree in administration, international business, foreign trade, or a related field.

2-3 years of experience in customer service and/or logistics roles.

Advanced conversational English.

Proficiency in Microsoft Office Suite.

Knowledge of ERP systems, SAP preferred.

Experience with CRM systems, Salesforce preferred.

Understanding of Order Management processes.

Strong customer service skills.

Excellent interpersonal communication skills (both written and verbal).

Proactive attitude with a focus on continuous improvement.

Strong conflict resolution skills.