Customer Care & Order Management Specialist

Customer Care & Order Management Specialist

Job Description

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 these roles, you’ll help us deliver better care for billions of people around the world.

It starts with YOU.

As a Customer Care & Order Management Specialist, you will serve as the primary liaison for key customers, ensuring seamless execution of the end-to-end order-to-delivery (OTD) process.

You will manage complex replenishment cycles, maintain accurate order data in SAP R/3, and collaborate closely with internal stakeholders across the UK&I IFP region.

Your role is critical in driving customer satisfaction, optimizing inventory levels, and supporting continuous improvement in order management operations.

In addition to managing your own customer portfolio.

These roles will be part of Kimberly Clark's International Family Care and Professional (IFP) business—an organization rooted in purpose and innovation that has built a legacy with global impact.

As Kimberly-Clark forms a strategic partnership with Suzano to create a world-class international tissue and professional products company, these roles are proposed to transfer to the new venture once the transaction closes, anticipated in mid-2026, subject to consultation and other applicable legal requirements.

This is a rare opportunity to help shape a new global leader backed by two industry powerhouses.

You’ll be part of a high-potential business that combines Kimberly-Clark’s iconic brands and commercial excellence with Suzano’s industrial and sustainability leadership.  

Key Responsibilities:


* Complex Order Fulfillment Execution: Manage the full order-to-deliver process for a portfolio of high-value customers.

Ensure accuracy and timeliness across order entry, SAP validation, stock checks, logistics coordination, and delivery execution.

Resolve exceptions and provide tailored solutions in real time.


* Dispute & Claims Resolution: Oversee logistics claims through Dispute Case Management, ensuring thorough investigation, documentation, and resolution.

Coordinate with internal stakeholders to issue credit/debit notes and manage returns.


* Customer Relationship: Serve as the primary customer service liaison for strategic accounts, delivering exceptional service and fostering long-term partnerships.

Actively manage customer satisfaction through continuous engagement, issue resolution, and performance monitoring (e.g., Advantage Group surveys or SalesForce surveys).


* Cross-Functional Collaboration & Cost Optimization: Partner with Logistics, Demand & Supply Planning, Transportation, and GBS teams to streamline operations, reduce di...