Customer Care Analyst I - (Global Business Services)

Customer Care Analyst I - (Global Business Services)

Job Description

Your Job

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU. 

Role Overview & Primary Accountabilities:

Data Entry



* Managing and processing customer orders that are received via EDI, fax, or email.


* Demonstrating expertise in data entry by keying in all customer orders accurately within 24 hours of receiving or within appropriate cut off periods.


* Coordinate with 3rd party logistic team in warehouse/Distribution Center to ensure timely fulfillment of orders processed.

Customer Experience



* Provide phone support for order management related enquiries, product knowledge, technical questions, complaints and general customer queries.


* Provide email responses to internal and external customers around queries relating to order management, invoicing, dispatch, claims, and returns.


* Offering exceptional customer service experience through strong communication skills (written and verbal).


* Adhere and comply with standard work practices in line with Kimberly Clark’s policy, procedure and work instructions.


* Provide customers with immediate and relevant feedback and information relating to service delivery, order etas, stock information, pricing and claims received via phone or email.


* Develop expertise in product knowledge for all Kimberly Clark products and answer general product enquiries.


* Acting as intermediary between Customer Service, Customer Care, Warehouse and Marketing for unusual enquiries and non-standard requests.


* Handle complaints in a professional and courteous manner and provide diligent follow-up with applicable customers as required.

Order Management



* Acting as a liaison between Sales, Supply Chain and Accounts Receivable to address order management issues that are impacting delivery, service and sales.


* Investigating and processing credits in relation to short-supply, over-supply, damaged and returned goods.


* Administering daily reporting for backorders, block orders via EDI and incomplete sales documents.

Continuous Improvement



* Support the development of a culture of continuous improvement by supporting LEAN concepts, tools, and methodologies to eliminate waste in all its form.


* Work collaboratively with other team members to identify opportunities to streamline and improve department efficiency and participate in the implementation of those opportunities.

About Us

Huggies®.

Kleenex®.

Cottonelle®.

Scott®.

Kotex®.

Poise®.

Depend®.

...