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Senior Customer Service Analyst

Senior Customer Service Analyst

Job Description

Principle Accountabilities 

Take a leadership role among team members, demonstrating expertise in customer service processes, policies, and systems.

In addition, initiate, participate and/or lead ongoing significant logistics/supply chain projects that are value added, in support of Customer Care objectives.

These projects require process and cost efficiency evaluation and involve coordination with sales, planning, marketing, and distribution.

Efforts can result in influencing changes in company policy, internal practices and/or customer offerings 

Share knowledge and expertise to provide support and provide leadership to team members and cross functional departments to ensure success in meeting internal and external customer requirements.  Incumbent is expected to be a subject-matter expert to subordinates and others in the department. 

Communicate fully with managers and others who have a need to know.

Be informative and communicate in a way that is timely, complete, candid and clear. 

Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results 

Demonstrate and identify cost savings opportunities by effectively utilizing LEAN tools and processes for continuous improvement for short and long term implementation.

Challenge the value of daily work processes and meet Customer Care objectives in the most efficient manner 

Be the liaison between Customer Care and other cross functional teams to provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency 

Resolves complex product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution using Lean Six Sigma principles 

Performs insightful business data analytics to drive change and influence business decisions, leading the use and integration of information for fact finding purposes for order management/supply chain activities 

Demonstrate a commitment to quality performance through personal example by adopting a customer-based approach to business support.

Personally demonstrate Kimberly-Clark’s leadership behaviors (build trust, make decisions, win consistently, think customer, continuously improve, and build talent). 

Ensure technical proficiency in SAP, Service Cloud, and Outlook through ongoing training and updating of skills.

Demonstrate a progressive working knowledge of these systems 



* Provide ongoing dedicated order management and end-to-end supply chain/logistics expertise by making decisions to strengthen relationships with assigned accounts, drive efficiencies, and improve o...

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