Job Description

Customer Care Analyst II - (Global Business Services)



Your Job:

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

In your Customer Care Analyst II role, you\xe2\x80\x99ll help us deliver better care for billions of people around the world.

About Us:

People have looked to Kimberly-Clark brands for more than 151 years and today we\'re proud to help over a billion people around the world cope, laugh, love and live every day. From the best nappies and baby wipes to the softest tissues, to the best supplies for business, we are constantly searching for new ways to make life better for our consumers, our customers and our planet.

Our leading consumer brands like the Kleenex, Huggies, VIVA, U by Kotex, Poise, Depend brands improve the lives of people around the world. Kimberly-Clark proudly leads the way in providing better care for a better world.

Kimberly-Clark proudly leads the way in providing better care for a better world.

Led by Purpose. Driven by 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\xe2\x80\x99s 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.
• Act as first point of escalation in managing the issues and complaints received from customers and sales team.
• Help to provide guidance to the team member in managing challenges and look to improve ways of working.

Order Management:

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

Training and support queries:

• Support team lead in handling escalated customer issues that unable to be resolved by junior analyst.
• Ensures team members are competence on system knowledge.
• As a key point of liaison / key user for customer service, pro-actively involve in process review with Team Lead and provide feedback to ensure smooth operations.

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.
• Experience in EDI & OCR, managing and setting up customer requirement in SAP & B2B.

Essential Requirements:

• Degree in Accounting or Finance or related field.
• Minimum 4-6 years of relevant working experience and preferably in the same capacity.
• Sales exposure or experience is desirable.
• An independent, resilient, and proactive person with a high degree of maturity, analytical skills, integrity & initiative.
• A good team player with good communication & interpersonal skills.
• Good command of written and oral English with strong interpersonal, negotiation & influencing skills.
• Knowledge of internal control procedures, policies, and practices with strong Continuous Improvement (CI) mindset.
• Computer literate with good knowledge of Microsoft Office and computerized accounting software. Knowledge in SAP will be an added advantage.
• Experience in an FMCG an added advantage.
• Having worked in a Shared Service Centre (SSC) would be an added advantage.

About You:

You\xe2\x80\x99re driven to 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\xe2\x80\x99re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you\xe2\x80\x99ll 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.

What\xe2\x80\x99s on offer:

Our Kimberly-Clark employees receive a competitive salary and incentives as well as access to a fantastic range of benefits including superannuation, career development opportunities, free health & well-being activities, volunteering leave and much more.

To Be Considered:

Click the Apply button and complete the online application process. A member of our Talent Acquisition team will review your application and will be in contact with additional information accordingly.

In the meantime, feel free to browse our website for additional information on our company, brands and culture - .

Kimberly Clark is proudly accredited with as Employer of Choice for Gender Equality WGEA!

Kimberly Clark is proudly ranked by Forbes as \'World\'s Best Employer\' 2021, 2022!

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, colour, religion, sex, national origin, disability 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.

This role is available for local candidates already authorized to work in the role\xe2\x80\x99s country only. Kimberly Clark will not provide relocation support for this role.

Primary Location Malaysia - Petaling Jaya

Additional Locations

Worker Type Employee

Worker Sub-Type Regular

Time Type Full time

Kimberly-Clark