Customer Care Team Leader

About the role

The Customer Care Team Leader is responsible for leading the performance, development and daily operations of the Order Entry team within Customer Care at Kerry. This role ensures a world‑class customer experience by guaranteeing accuracy, quality, compliance and service excellence across the end‑to‑end sales order management process.

Key responsibilities

• Lead, mentor and develop a team responsible for sales order management and order entry activities.
• Set clear goals, KPIs and performance expectations to ensure high‑quality, compliant execution of daily operations.
• Monitor workloads, prioritize activities and allocate resources effectively to achieve service‑level targets.
• Act as the primary escalation point for complex data issues, documentation challenges and critical orders.
• Oversee customer sales order creation, ensuring accuracy, compliance, audit readiness and adherence to internal policies.
• Champion data quality standards and conduct regular data‑integrity checks.
• Partner closely with Customer Care, GBS, Finance, Sales and Technical functions to align priorities and resolve escalations.
• Represent the Sales Order Management team in cross‑functional meetings, continuous‑improvement initiatives and governance forums.
• Identify process gaps and systemic issues in documentation workflows, data handling and dispute management.
• Support deployment of new tools, system enhancements and data‑governance frameworks.
• Communicate process, system or policy changes clearly to ensure team alignment.

Required profile

• Proven experience in sales order management or a similar order‑entry environment.
• Strong working knowledge of SAP, particularly master data, billing and dispute‑related modules.
• Solid understanding of Salesforce case management and sales order processes.
• High proficiency in Power BI and Advanced Excel, including data modelling and KPI tracking.
• Demonstrated ability to lead a team, set goals and manage performance.

Required skills

• SAP
• Salesforce
• Power BI
• Advanced Excel