Customer Care Analyst II (Global Business Services)

Customer Care Analyst II (Global Business Services)

Job Description

Your Job

Join the team behind iconic brands like Huggies®, Kotex®, Poise®, Depend® At Kimberly-Clark, it’s all here for you—innovation, growth, and the chance to make a real impact.

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.

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.

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.

To succeed in this role, you will need the following qualifications:

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Led by Purpose. Driven by You.

Total Benefits

We believe that our employees are our greatest asset, and we're committed to providing them with the resources they need to be successful. If you're looking for a rewarding career with a company that cares about its employees, then Kimberly-Clark is the place for you.​

Flex That Works at Kimberly-Clark

We believe great work happens when people come together with purpose. That’s why we offer a flexible work model that blends remote work with intentional in-person collaboration — helping you connect, grow, and innovate while maintaining the balance you value.

To Be Considered

Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

In the meantime, please check out the careers website.

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, which is why we seek to build a workforce that encompasses 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 local policies.

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.

#LI-Hybrid

Primary Location

Petaling Jaya, Selangor, Malaysia

Additional Locations

Worker Type

Employee

Worker Sub-Type

Fixed Term (Fixed Term)

Time Type

Full time