Customer Service Team Leader - (Global Business Services)

Job Description

Customer Service Team Leader (Global Business Services)

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

• Leads the day-to-day operations of a team of order and billing fulfilment/management (customer service/experience) analysts, and plays an important role in driving our key objectives and deliverables of closer to the market and customers, simplifying, and digitizing, and building capabilities, coaching and driving engagement of team members
• The role plays a crucial role in its interaction and collaboration interact with key stakeholders in the logistics and supply chain, sales/commercial account managers and leaders, and other key departments across Global Business Service (GBS)
• The role reports directly to the Head of Order to Cash (OTC), Global Business Services APAC – and is part of the OTC leadership team
• Current market clusters in scope made up of 2 key business units of K-C Consumer and K-C Professional : 2 clusters – Malaysia & Singapore, Australia & New Zealand with potential of further scope and role expansion in other markets
  
  

Operations

• Lead and oversee daily sales order and billing management operations, and ensure resolution of customer issues and drive corrective and preventive actions
• Monitor/establish Key Performance Indicators (KPIs), analyze performance and identify areas for improvement, track progress
• Drive discussions and solutions/execution in collaboration with key stakeholders (sales, logistics/supply chain, finance) to maintain overall customer service order fulfillment, reliability and responsiveness
• Adherence of controls and process development including maintenance of updated/reviewed Standard Operating Procedure which meets all applicable governing / regulatory standards Corporate Financial Instructions (CFIs), SOX controls, other related controls
  
  

Capabilities Build

• Develop/Identify opportunities (through data analytics and/or best practices) to improve and implement changes to enhance efficiency and accuracy
• Rationalisation of order entry and order processing, output types and external connectivity of billing platforms and EDI architecture towards standard and scalable solutions, utilising standard core capabilities of ERP / enterprise tools
• Leverage and optimize the use of digital tools (eg EDI, RPA, OCR etc) /ERP to sustain operational excellence and drive value creation initiatives in productivity, cost savings, free cash flow
• Identify development/upskilling needs, coach and provide guidance and performance feedback to team members
• Drive a strong team and customer-centric culture with emphasis on quality, continuous improvement, key employee retention development, and high performance mindset
  
  

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.

Essential Requirements

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:

• Demonstrated experience in leading teams in global business services and a fast-paced customer service environment.
• Demonstrated experience and knowledge in sales order management/processing and billing including connected processes.
• Experience in Supply Chain / Logistics is a plus
• Knowledgeable in SAP – SD Module or equivalent ERP module
• Strong stakeholder management skills – work closely with IT, partner teams and wider business stakeholders to understand requirements and drive change.
• Confident to challenge the status-quo, to seek out inefficiencies and to use initiative to make changes or suggest improvements whilst onboarding new ways of working that positively benefits our customers and operations
• Driving a high-performance team, and a passionate advocate for long-term, strategic change from a customer-centric viewpoint
• Clear goal success orientation and development personally and team
  
  

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.
  
  

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. 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.

Primary Location

Kuala Lumpur Office

Additional Locations

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time