Customer Care Analyst II (Global Business Services)

Kimberly-Clark; Petaling Jaya; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Health coverage

On-site fitness center

Flexible savings accounts

Income protection

Job summary

Kimberly-Clark in Petaling Jaya is seeking a proactive Order Management professional to strengthen relationships with strategic accounts and ensure timely fulfillment across the supply chain.

You will handle orders via EDI/fax/email, liaise with Sales, Supply Chain, and Accounts Receivable, and contribute to continuous improvement initiatives leveraging SAP and CI mindset. This hybrid role offers exposure to iconic brands and cross-functional collaboration.

Qualifications

• Forensics: Degree in supply chain or related field and 3–5 years of relevant experience.
• Experience with order management and cross-functional collaboration.
• Good English communication and strong interpersonal skills.

Responsibilities

• Manage and process customer orders via EDI, fax, or email.
• Coordinate between Sales, Supply Chain and AR to resolve issues.
• Investigate credits for short/over supply, damaged, or returned goods.
• Prepare daily backorder/EDI/incomplete sales reports.
• Coordinate with 3rd party logistics for timely fulfillment.
• Provide phone and email support for order inquiries and complaints.
• Develop product knowledge and handle non-standard requests.
• Support LEAN CI initiatives to reduce waste and improve efficiency.

Skills

Order management

Supply chain

Logistics

Customer service

Education

Degree in Supply Chain

Tools

SAP

Job description

Your Job

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.

Role Overview & Primary Accountabilities:

• Provide dedicated order management and supply chain/logistics expertise to strengthen relationships with key strategic accounts, drive efficiencies, and improve overall business results.

Primary responsibilities include: -

Order Management

• Managing and processing customer orders that are received via EDI, fax, or email.

• Acting as a liaison between Sales, Supply Chain and Accounts Receivable to address order management issues that are impacting delivery, 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.

• Coordinate with 3rd party logistic team in warehouse/Distribution Center to ensure timely fulfillment of orders processed.

Customer Experience

• Provide phone support for order management related enquiries, product knowledge, technical questions, complaints and general customer queries.

• Provide email responses to internal and external customers around queries relating to order management, invoicing, dispatch, claims, and returns.

• 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.

• Provide customers with immediate and relevant feedback and information relating to service delivery, order etas, stock information, pricing and claims received via phone or email.

• 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.

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.

About Us

Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth, and impact. We’re founded on 151 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.

Led by Purpose. Driven by You.

About You

You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development. You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:

Qualifications/Education/Experience Required:

• Degree in Supply Chain area – logistics, warehousing, order management

• Minimum 3-5 years of relevant working experience and preferably in the same capacity.

• Sales exposure or experience is desirable.

• An independent, resilient and proactive person with a high degree of maturity, analytical skills, integrity & initiative.

• A good team player with good communication & interpersonal skills.

• Excellent command of written and oral English with strong interpersonal, negotiation & influencing skills.

• Demonstrate high ability to meet deadlines

• Knowledge of internal control procedures, policies and practices with strong Continuous Improvement (CI) mindset.

• Knowledge in SAP will be an added advantage.

• Experience in an FMCG an added advantage.

• Having worked in a Shared Service Centre (SSC) would be an added advantage.

Total Benefits

Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.

Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

And finally, the fine print….

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.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.

No Relocation:

This role is available for local candidates already authorized to work in the role’s country only. Kimberly-Clark will not provide relocation support for this role.