Customer Care Coordinator

About the role

Kerry is seeking a Customer Care Coordinator to lead a team of Customer Analysts and ensure an outstanding end‑to‑end experience for its food, beverage and pharmaceutical customers. The role acts as the primary bridge between customers and internal functions, driving service excellence, operational efficiency and continuous improvement.

Key responsibilities

• Lead and coordinate the Customer Analysts team to maintain high service levels and customer satisfaction.
• Oversee the full order‑to‑delivery process, mitigating supply‑chain and logistics risks.
• Manage backorders, urgent customer requests and service escalations.
• Partner with Supply Chain, Planning, Logistics, Sales, Finance and Operations to ensure seamless execution of customer commitments.
• Monitor Customer Care KPIs and implement actions to improve performance.
• Conduct customer business reviews and identify opportunities to enhance the experience.
• Drive continuous‑improvement initiatives, root‑cause analysis and process‑optimization projects.
• Lead regional and cross‑functional projects focused on service excellence.

Required profile

• Bachelor’s degree or equivalent professional experience.
• Proven experience in customer service, account management or related customer‑facing roles.
• Previous experience leading or coordinating customer service teams.
• Background in food, beverage, pharmaceutical or similar manufacturing environments is preferred.
• Strong understanding of Order‑to‑Cash and Order‑to‑Invoice processes.

Required skills

• SAP experience, especially in order management and customer service modules.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Ability to manage multiple systems, priorities and stakeholders simultaneously.
• Experience handling complex order management scenarios and service recovery.