Job Description:

KCP NA Customer Care Associate

Job Description

Principle Accountabilities

• Coordinate all aspects of the accurate application of price and promotion allowances on customer purchase orders, recommending preventive steps to eliminate purchase orders mismatches and customer deductions.




• Provide superior service to sales and customers with current information on stock availability and changes to customer orders, suggesting alternative plans and solutions when orders cannot be services as requested.




• Handle customer inquiries, many of which are routine but some which may be of a sensitive and confidential nature, in a professional, courteous, accurate, timely and appropriate manner.




• Ensure technical proficiency in SAP, Service Cloud, and Outlook through ongoing training and updating of skills. Maintain working knowledge of these systems.




• Participate in projects as necessary and in department training requests and identify opportunities to improve business and customer efficiencies learning to utilize LEAN tools.




• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.




• Provide support to ensure that department and team objectives are carried out in an effective, timely, and efficient manner.




• Be a team player, willing to help anyone on the whole team to satisfy customers. Work closely and share knowledge with other members of the department to ensure success in meeting internal and external customer requirements.




• Communicate in a manner which is timely, clear, concise, candid, and accurate to management, team members and other customers in accordance with KCP policy.




• Demonstrate a commitment to quality performance through personal example by adopting a customer-based approach to business support. Personally demonstrate Kimberly-Clark’s leadership behaviors (build trust, make decisions, win consistently, think customer, continuously improve, and build talent).

​Responsibilities

• Manage customer’s purchase orders and process transactions utilizing SAP through the entire order fulfillment process in an accurate and timely manner and continue to build proficiency in SAP and other order management tools.




• Build and maintain strong working relationships with internal/external customers, such as transportation, pricing and distribution teams and other cross-functional teams.




• Collaborate and own daily communication and resolution of order management and supply chain issues by addressing queries from internal/external customers.




• Coordinate with internal Customer Care teams on customer return/cancellations, quality complaints, overages, shortages and damages.




• Achieve Key Performance Indicators: order entry cycle time and phone metrics (quality and availability).




• Support/assist process improvements to help streamline processes. Embrace LEAN culture.




• Responsible for learning KCP products in order to understand the customers' needs and provide quality service to customers.




• Support the achievement of all departmental objectives by attending team meeting and all related training.




• Maintain a high level of customer service in all aspects of the job functions.




• Act as a liaison between sales, distribution, planning, and marketing.

Qualifications

• Bachelor's Degree or a minimum of 3 years of related experience•Proficient in MS Office Suite (Outlook and Word).




• Experience in a customer-facing role and/or supporting customers over the phone and proven ability to satisfy customer expectations.




• Preferred Technical/Functional Skills.




• Strong verbal, and written communication.




• Strong organizational and interpersonal skills.




• Ability to work in a team environment.




• Strong multi-task skills addressing calls and emails in a fast-paced environment.Able to build sustainable relationships (internal and external).

Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people - nearly a quarter of the world's population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being. With brands such as Kleenex, Scott, Huggies, Pull-Ups, Kotex, and Depend, Kimberly-Clark holds No.1 or No. 2 share positions in more than 80 countries. With more than 140 years of history of innovation, we believe in recruiting the best people and empowering them do their best work.  If fresh thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark. 

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.

This position may require a post-offer/pre-hire Physical Abilities Test (PAT) to confirm that individuals are able to perform the essential functions of the job.

K-C requires that an employee have authorization to work in the country in which the role is based.  In the event an applicant does not have current work authorization, K-C will determine, in its sole discretion, whether to sponsor an individual for work authorization.  However, based on immigration requirements, not all roles are suitable for sponsorship. This position is subject to drug and alcohol testing, including pre-employment testing.

Global VISA and Relocation Specifications:

K-C will not provide support for relocation of the chosen candidate for this role, if necessary, relocation will be at the candidate’s own expense. However, K-C will provide assistance and financial support to obtain immigration visas and work authorization for the chosen candidate, if needed.

Primary Location

USA-GA-Atlanta-Roswell

Additional Locations

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

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