Customer Service Officer
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.
In this role, you will:
Responsibilities
Order Management
Data entry:
Demonstrate expertise in data entry by capturing all customer orders accurately within appropriate cut off periods (capture of orders in various format: DMS, Web /link of customer, Email with Excel, PDF, Word file..)
Maintain the integration of the DMS and the Computerised Order entry Systems in SAP through efficient, accurate processing of all documentation to meet KC’s controls and guidelines.
EDI order management. Review of blocked and incomplete orders ensuring that orders are not unduly delayed.
Amend (adding, changing, deleting) customer orders on request for internal and external stakeholders.
An ability to process dedicated customers’ orders per day is critical to ensure all orders are cleared by close of business.
Credit Control:
Check credit limit of customer prior to order processing
Coordinate with Finance for exceptions of credit release.
Advise and follow up with Distributors on payment amount to unleash credit.
Stock allocation control (Applied for CP plan and Tight supply)
Control incoming orders versus allocated quantity during effective timing of allocation.
Alert to customer and related team to balance and switch order if needed to meet business
Ensure to commit compliment of Internal Audit control for handling Promotion schemes /Gift assignment
Understanding the priority and criticality of different customers, channels and situations. Advise K-C internal/external customers of order and delivery problems, stock status and suggest alternatives to assist the customer maintaining sales of K-C products.
Create returns orders and follow-up with Sales/Distributors for stock transfer. Analyse market return & refusal to prevent future situations
Transportation Planning & Trucks Booking
Ensure incoming orders checked and sent to WHs and transportation departments, within the cut off timetable
Manage and create shipment no to measure % full truck by trip by route to ensure Truck Utilization PI achievement and optimize the transportation cost, contributed to distribution cost saving.
Work with transporters for trucks booking.
Well coordinate with Distribution team to apply truck scheduling for trucks arrival in DC to ensure on Time in Full delivery to customers.
Customer Interaction
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.
Maintain good relationship with customers, taking into consideration the sales strategy.
Add value to customer and company through Order Management process.
Influence customers to modify their ordering behaviours to improve total supply chain performance (e.x influence delivery frequency, order size,..)
Influence supply chain to adjust flexibility and availability levels, in line with the Route-to _market and Logistics strategy
Reporting
Extract data from system and run designed reports to support business analysis and decision making (Sales by Category, area, promotion…). Report issues when strategic customers / specific promotion activities are affected by stock or capacity shortage
Daily track orders and deliveries and sent daily report to GT channel to drive business target.
Understanding Business Impact as proceed & record Order. Escalate as needed. Follow with instruction & alignment
Discuss cost related to services level and customer profitability
Project Improvement / Continuous Improvement
Optimize the process by achieving higher efficiency internally. Increase process efficiency by automating routine checks & alert procedure
Increase visibility on customer performance to improve order acceptance process (e.g: ordering patterns, payment histories..)
Collaborate with FIN to improve credit check process
Analyse KPIs, monitor trends and determines improvement actions.
About Us
Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.
At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.
Led by Purpose. Driven by You.
About You
You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.
You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.
In one of our R&D roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:
Requirements
Bachelor degree of related field
Minimum 2 years of working experience in customer service environment or supply chain area
Good communication skill.
Excellent on Continuous Improvement Mindset
Strong ability in Resilience & Stress management
Capable of taking Initiatives & learning Automation
Good in English and country specific language/s
Computer literacy, including Microsoft Office
Ability to deal sensitively with customer requirements and issues.
Total Benefits
Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.
Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.
To Be Considered
Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.
In the meantime, please check out the careers website.
And finally, the fine print….
For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world. We actively seek to build a workforce that reflects the experiences of our consumers. When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.