Customer Care Analyst at Kimberly-Clark Corporation in Roswell, Georgia

Job Description:

Customer Care Analyst

Job Description

Principle Accountabilities 

Take a leadership role among team members, demonstrating expertise in customer service processes, policies, and systems. In addition, initiate, participate and/or lead ongoing significant logistics/supply chain projects that are value added, in support of Customer Care objectives. These projects require process and cost efficiency evaluation and involve coordination with sales, planning, marketing, and distribution. Efforts can result in influencing changes in company policy, internal practices and/or customer offerings 

Share knowledge and expertise to provide support and provide leadership to team members and cross functional departments to ensure success in meeting internal and external customer requirements.  Incumbent is expected to be a subject-matter expert to subordinates and others in the department. 

Communicate fully with managers and others who have a need to know. Be informative and communicate in a way that is timely, complete, candid and clear. 

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 

Demonstrate and identify cost savings opportunities by effectively utilizing LEAN tools and processes for continuous improvement for short and long term implementation. Challenge the value of daily work processes and meet Customer Care objectives in the most efficient manner 

Be the liaison between Customer Care and other cross functional teams to provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency 

Resolves complex product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution using Lean Six Sigma principles 

Performs insightful business data analytics to drive change and influence business decisions, leading the use and integration of information for fact finding purposes for order management/supply chain activities 

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). 

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

 

Responsibilities 

• Provide ongoing dedicated order management and end-to-end supply chain/logistics expertise by making decisions to strengthen relationships with assigned accounts, drive efficiencies, and improve overall business results 

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




• Lead and provide business knowledge and LEAN problem-solving capabilities to assure sound analysis, recommendation, and actionable programs  




• Lead the team in proactive analysis efforts to identify and act upon value creation programs that drive results against business plans with cross functional teams 




• Lead department and/or cross-functional project teams in small to medium scale initiatives. 




• Collaborate with the customer and/or the business with routine and non-routine analytical assessments of inefficiencies and processes; as well as strategic order management / supply chain opportunities. 

• Provide leadership, expertise, and advice on pertinent supply chain matters by providing ongoing, timely and meaningful customer communication  




• Coach and develop the Customer Care Solutions Associates and Analysts by becoming a subject matter expert to the team, sharing innovative ways to work, and providing feedback to team members to build talent and capability among team members.  




• Provide project work and or analysis support to achieve completion of business goals with key internal/external stakeholders 




• Bring supply chain knowledge and analysis to Customer Care and other cross functional teams to influence processes and make improvements based on customer requests and internal feedback 

 

Qualifications 

• Bachelor's Degree and 2 years of related experience or a minimum of 5 years of related experience 




• Proficient in Microsoft Excel and MS Office Suite  




• Excellent interpersonal, verbal, and written communication 




• Demonstrated leadership skills in customer solution/customer service  

• Strong working knowledge with SAP, Supply Chain and other tools/systems 




• Strong problem solving and analytical skills including decision making, time management and task prioritization 




• Ability to troubleshoot complex issues and strong project management skills 




• Demonstrate dependability, leadership and independent thinking  




• Strong strategic and project management orientation with an ability to effectively explain complex concepts combined with influencing skills to achieve results. 

 

Preferred Technical/Functional Skills 

• Proven to build sustainable relationships (internal and external) 




• Team player who helps create a result focused and motivating team environment 




• Continuous Improvement (Lean Six Sigma) tools 

• Ability to prioritize projects, follow-up, and resolve problems independently 




• Demonstrated detail orientation 

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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