Senior Customer Service Analyst

This a role that is fast paced and no two days are ever the same.  The successful individual can multi-task, prioritize , follow up and follow through to provide an effortless experience to our customers.

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 

Global VISA and Relocation Specifications:

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.