Customer Care Analyst - Order Management (12 months contract) (Global Business Services)

Customer Care Analyst - Order Management (12 months contract) (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:


* Provide dedicated order management and supply chain/logistics expertise to strengthen relationships with key strategic accounts, drive efficiencies, and improve overall business results.

Primary responsibilities include: -

Order Management



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


* 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.


* 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.

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 op...