Customer Care Analyst I

2 weeks ago

Petaling Jaya, Malaysia Kimberly-Clark Full time

Customer Care Analyst I

Primary responsibilities include:

- Data Entry
- Demonstrating expertise in data entry by keying in all customer orders accurately within 24 hours of receiving or within appropriate cut off periods.

Customer Experience
- Provide phone support for order management related enquiries, product knowledge, technical questions, complaints and general customer queries.
- Offering exceptional customer service experience through strong communication skills (written and verbal).
- Adhere and comply with standard work practices in line with Kimberly Clark’s policy, procedure and work instructions.
- 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.

Order Management
- Acting as a liaison between Sales, Supply Chain and Accounts Receivable to address order management issues that are impacting service 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.

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.

**Global VISA and Relocation Specifications**:
**Primary Location**: Malaysia - Petaling Jaya

**Additional Locations**:
**Worker Type**: Employee

**Worker Sub-Type**: Regular

**Time Type**: Full time

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