Customer Service Coordinator

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 Customer Care Team Lead to oversee a team of Customer Analysts and ensure the delivery of an outstanding customer experience across the order-to-delivery process. This role serves as a key link between customers and internal stakeholders, driving service excellence, operational efficiency, and continuous improvement. The successful candidate will lead daily customer care operations, manage escalations, monitor service performance, and collaborate closely with Supply Chain, Planning, Logistics, Sales, Finance, and Operations teams to ensure customer commitments are met. This position plays a critical role in strengthening customer relationships, improving service metrics, and supporting business growth through proactive problem-solving and process optimization.

Key responsibilities

• Lead and coordinate the Customer Analysts team to ensure high service levels and customer satisfaction.
• Oversee customer orders from entry through delivery, mitigating supply chain and logistics risks.
• Manage backorders, urgent customer requirements, and service escalations.
• Partner with Supply Chain, Planning, Logistics, Sales, Finance, and Operations to ensure seamless service execution.
• Monitor Customer Care KPIs and drive actions to improve service performance.
• Lead customer business reviews and identify opportunities to enhance customer experience.
• Drive continuous improvement initiatives, root cause analysis, and process optimization projects.
• Lead regional and cross-functional projects related to customer service excellence.

Qualifications and skills

• Bachelor's degree or equivalent professional experience.
• Experience in customer service, account management, sales support, customer care operations, or other customer-facing roles.
• Previous experience leading or coordinating customer service teams.
• Experience within food, beverage, pharmaceutical, manufacturing, or similar industries preferred.
• Knowledge of Order-to-Cash (O2C) and Order-to-Invoice processes.
• SAP experience, particularly in order management and customer service environments.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Ability to manage multiple systems, priorities, and stakeholders simultaneously.
• Strong experience handling customer relationships, service recovery, and complex order management scenarios.