International Customer Care Team Leader Job in Roswell 30075, Georgia Us
Job Description:
TITLE: GLOBAL CUSTOMER CARE LEADR
LOCATION: ROSWELL, GA
Kimberly-Clark is leading the world in essentials for a better life. Headquartered in Dallas, Texas, with nearly 56,000 employees worldwide and operations in 36 countries, Kimberly-Clark posted sales of $19.7 billion in 2010. Kimberly-Clark’s global brands are sold in more than 150 countries. Every day, 1.3 billion people trust Kimberly-Clark products and the solutions they provide to make their lives better. With well-known family care and personal care brands such as Kleenex, Scott, Andrex, Huggies, Pull-Ups, Kotex, Poise and Depend, we hold the No. 1 or No. 2 share position globally in more than 80 countries.
As a global company, we are committed to cultivating a fair, respectful and engaging work environment that inspires our diverse global team to thrive professionally and contribute to the communities where we operate. We also have a responsibility to attain a deeper understanding of our impact on the world. Addressing Sustainability issues and incorporating solutions through all levels of Kimberly-Clark is a critical component of our business.
Position: GLOBAL CUSTOMER CARE LEADR
Reports to: Distribution Manager
Position Purpose
Provide day-to-day operational work direction and perform all team leader responsibilities under Global Performance Management for 5-7 Export Analysts. Monitor all facets of Global Customer Service activity to define and drive improvement opportunities and use business and system knowledge to simplify processes. Coordinate the improvement of customer service processes and procedures that support Health Care business plans and strategies. Provide service to customers, including administration of order entry, documentation, and communication, which supports customers in meeting their business objectives.
This position reports to the GLOBAL CUSTOMER CARE LDR-RS. The incumbent is responsible for providing day to day work direction to the International Order Fulfillment team and drive improvement of customer service processes and procedures that support Health Care business plans and strategies. This position ensures that team performance goals are met, as well as coordinating workload requirements with other internal customer service work teams. This position is responsible for coordinating the order fulfillment process in the most cost-effective manner, along with anticipating and resolving service problems.
Customers and Customer Expectations
KC affiliates, licensees, distributors, and trade customers; KCC mills, plants, and distribution centers; International business teams in the U.S., Latin America, Europe, and Asia Pacific; Product Supply, Marketing, Credit, Accounting, Transportation, and Freight Forwarders.
Responsibilities
Provide day to day work direction to International Order Fulfillment team
Perform all team leader responsibilities under Global Performance Management
Monitor and assess work team performance
Balance team work load requirements with other internal customer service work teams
Coordinate work team training requirements
Order entry and follow-up to meet customer requirements
Knowledge of Kimberly Clark products
Knowledge of the contract pricing process
Proactive communication of order fulfillment issues
Knowledge and communication of customer expectations
Cost effective order fulfillment
Knowledge of import/export regulations
Process returns and order handling adjustments
Knowledge of Health Care business and Global Logistics team objectives
Represent Kimberly-Clark in a positive and professional manner to external and internal customers
Prepare, send, and maintain appropriate shipment documentation
Accountabilities:
Provide day to day work direction to International Order Fulfillment team.
Perform all team leader responsibilities under Global Performance Management.
Take a leadership role among team members, demonstrating expertise is Customer Service and export processes, policies, and systems.
Receive orders to be shipped from North American distribution centers, or direct from the Manufacturing plant (Factory Direct) locations in Thailand or China, and process them in Oasis in a timely and accurate manner. Determine stock code and verify pricing. Configure customer orders to best optimize equipment utilization and minimize distribution costs.
Monitor and assess work team performance, including forecasting and balancing work load requirements across five internal customer work groups, to meet departmental objective, and coordinating training of new team members and on-going work group training needs.
Identify opportunities to improve team work and departmental efficiency lead, and lead the implementation of those opportunities. Ensure that improvements are aligned with PHC Global customer service and logistics objectives.
Identify and implement plans, in conjunction with Staff Planning, plants, and distribution centers to establish ship date and location that best meets customer requirements.
Along with International Transportation, monitor SAP system orders to ensure shipment on a timely basis to meet customer needs.
Develop, analyze, and implement cost reduction strategies for the domestic and international business teams.
Ensure all required documentation is provided to the customer, and maintain customer records.
Act as a focal point for all customer inquiries/issues relating to order, price, credit, logistics, customs, damage, shipping, or related items. Work with necessary KCC teams to resolve issues. Prepare order status reports for customers as appropriate.
Investigate and resolve all international sales adjustments. Issue credits and debits for shipment, price,and other discrepancies.
Process debits and credits to customer A/R accounts within GLJ system.
Coordinate all requirements for customer damage claims. Includes obtaining the necessary documentation, photos, and product destruction verifications, and working with CTT to ensure proper credit is received from our carriers
Develop and promote interpersonal relationships with the purpose of building a team. Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding.
By employing the Quality Management Process, demonstrate a customer/end-user focus, staying close to customers (internal and external) and determining their needs. Commit to meeting these needs and continually strive to improve.
Establish and maintain internal control within the area of responsibility as required by CGP-10, CFI 07-01, and the Professional Health Care Internal Control Plan.
Communicate fully with superiors, subordinates and others who have a need to know. Be informative without being obtrusive or vexatious. Communicate in a way that is timely, yet prompt; complete, yet concise; candid, yet accurate; and clear, yet responsive.
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.
Basic Qualifications:
Bachelor’s degree required
At least 2 -4 years logistics experience and/or customer service experience in a leadership role.
Functional knowledge of the US export criteria and associated legal, documentation, accounting, transportation and customer requirements.
Preferred Qualifications:
Multi-language skills are not required but strongly encouraged.
Self-starter and have the ability to work with routine supervision and/or business direction.
Ability to lead focused change efforts.
Multiple sector and/or functional experience a plus.
US export experience.
Logistic and supply experience a plus.
Leadership qualities including: decisiveness, collaboration, inspiration, and teambuilding.
Click here to apply via the Kimberly Clark Career Opportunity Portal
Minimum Education Required: Bachelor
Years of Experience Required: 3-5 Years
Expected Travel Time: None
