Job Description:

KCP NA Customer Care Associate (Track and Trace)

Job Description

Organizations win or lose based on customers’ experiences. Join a winner!

We aim for more than customers — we want loyal advocates. Moreover, we throw ourselves into achieving that goal by giving people more than they expect to get. We’re a driven bunch, but we love doing it, and our customers can tell that we do. We want to tell you more. If you believe that you might be the customer-focused individual we’re looking for, contact us.

Success here is a team effort

If you have ideas to share and would enjoy brainstorming with co-workers to solve problems and reach goals, jump in! We celebrate diversity, knowing that the perspectives of people from different backgrounds are indispensable to fresh, innovative thinking.

Principle Accountabilities

• Coordinate all aspects of the managing exceptions for shipment and delivery orders, recommending preventive steps to eliminate non proactive communication on order shipments




• Provide high-caliber service to sales and customers with current information on order tracking and suggesting alternative plans and when shipments cannot be services as requested




• Handle order shipment 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, TMS, FourKites, Control Tower, 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 shipments and process transactions utilizing SAP and TMS through the entire order shipment process in an accurate and timely manner and continue to build proficiency in TMS and other order management tools




• Provide proactive communications to order management teams and customers on delivery failures




• Manage delivery exceptions including potential delivery failures by collaborating with carriers to ensure timely responses




• Build and maintain exceptional working relationships with internal/external customers, such as transportation, order management, and distribution teams and other cross functional teams




• Collaborate and own daily communication and resolution of supply chain issues as it relates to order tracking by addressing queries from internal/external customers




• Achieve Key Performance Indicators: SLAs, communication accuracy, and value creation




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




• 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 order management, sales, distribution, planning, and marketing

Qualifications

• Bachelor's Degree or a minimum of 3 years of related experience




• Proficient in MS Office Suite (Outlook, Word, and Excel)




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

Preferred Technical/Functional Skills

• Exceptional verbal, and written communication




• Exceptional organizational and interpersonal skills




• Ability to work in a team environment




• Exceptional multi-task skills addressing calls and emails in a fast-paced environment




• Able to build sustainable relationships (internal and external)

Let us put your innovative ideas to work

We are looking for innovative thinkers — people who pride themselves in developing new ways to be more productive and competitive, and seeing their ideas put into action. Our diverse staff, with their contrasting and thoughtful points of view, offer a real asset to the process of innovation. Your stimulating ideas and opinions will assure you of unlimited opportunities and a role in the excitement of achievement.

Kimberly-Clark makes the essentials for a better life with well-known brands that matter every day – at home, school, work and on the go. Throughout our 148 years, we have challenged conventional wisdom to innovate products that better meet the needs of consumers. We have created new categories with top brands like Kleenex®, and redefined categories with Huggies® and U by Kotex®. While growing our $18+ billion global business, we help build careers through collaborative teams that push boundaries and endless opportunities to work with some of the world’s most recognized brands. Our 43,000 employees are changing the world for the better, too, generously giving back to communities and causes around the globe. 

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.

With an inclusive culture, our employees – and the original thinking they bring to Kimberly-Clark – make us stronger.  EOE disability/vet.

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.

Global VISA and Relocation Specifications:

Primary Location

USA-GA-Atlanta-Roswell

Additional Locations

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

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