Customer Services Representative at Kenvue

Key Responsibilities

Export Market Account Management:

• Manage and oversee the end-to-end export market portfolio, ensuring that all customer interactions and transactions are handled efficiently and effectively.
• Act as the primary point of contact for customers within the export market, providing exceptional service and maintaining strong relationships to ensure customer satisfaction and loyalty.
• Collaborate closely with the Customer Development team to align on service levels, support successful product launches (NPI), and ensure that promotional activities are communicated and executed effectively.
• Continuously engage in meaningful interactions with both the commercial team and customers to align expectations, share updates on key promotions, and address any issues promptly.

Order Management:

• Accurately manage customer orders within the SAP environment, ensuring that all orders are processed efficiently from receipt to delivery with zero defects.
• Monitor and adhere to strict timelines for order processing, including capturing orders, resolving discrepancies, and ensuring timely delivery creation.
• Utilize tools like the Pagero Tool for automated order processing and work towards minimizing manual input errors.
• Proactively manage orders on block status, ensuring they are resolved swiftly to prevent any delays in customer deliveries.
• Coordinate with third-party logistics providers (3PLs) to ensure on-time delivery of orders, managing any booking slot requirements, and addressing any delivery issues that arise.

Claims Management:

• Handle customer claims with a focus on timely resolution and customer satisfaction, ensuring that all claims are processed within 24 hours.
• Manage service requests in the Customer Interaction Centre (CIC), ensuring that each request is addressed thoroughly and promptly, with accurate documentation and follow-up.
• Engage in root cause analysis for recurring claims or service issues, implementing corrective actions to prevent future occurrences.

Reporting & Presentations:

• Prepare and present detailed reports on open orders, service levels, and other key metrics, ensuring accuracy and relevance to support decision-making processes.
• Provide daily, weekly, and monthly reports as required, including customer collaboration reports, order infill rates, and out-of-stock (OOS) recovery updates.
• Ensure that all reporting is completed within agreed timelines, maintaining transparency and accuracy in all data presented to internal and external stakeholders.

Compliance Management:

• Ensure adherence to all company policies and regulatory requirements in daily operations, including general administration, audit-compliant filing, and safety guidelines.
• Complete all mandatory training on time, ensuring compliance with company standards and continuous personal development.
• Maintain the highest standards of communication, handling sensitive information appropriately and ensuring that all interactions, both internal and external, are conducted with transparency and professionalism.
• Engage in continuous improvement initiatives using methodologies such as Kaizen, PDCA, and 5-Why to enhance the efficiency and effectiveness of processes within the customer service function.

Qualifications

 What We Are Looking For

Required Qualifications

• Bachelor’s degree in Business Administration, International Trade, or a related field.
• 3-5 years of experience in export market management or customer service.
• Proficiency in SAP and customer service processes.

Desired Qualifications

• Experience with continuous improvement methodologies (e.g., Kaizen, PDCA).
• Familiarity with EDI systems and claims management.
• Strong communication skills and the ability to manage both internal and external stakeholders.