Customer Service Executive

Customer Service Executive

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Senior Customer Service Executive

Location:

Asia Pacific, India, Karnataka, Bangalore

Work Location:

Hybrid

What you will do

Kenvue is currently recruiting for:

Customer Service Specialist

This role reports to Senior Customer Service Executive and is based at Bangalore.

Who we are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated. We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage. For more information, click here.

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE® and JOHNSON’S® that you already know and love. Science is our passion; care is our talent.

General Information

Job Title: Customer Service Specialist

Reports to: Senior Customer Service Executive

Functional Group: Supply Chain

Location: Bangalore

What you will do

The “Customer Service Specialist” is responsible for managing & monitoring end to end order processing, preparing order reports & analysis, investigating and resolving customer complaints and providing in-depth information to customers & internal stakeholders.

Key Responsibilities

Order & Customer Management

• New Customer setup A-Z (SAP & MDGC)
• Receive customer orders through Distributor Gateway portal, reviewing, idoc monitoring & resolution, processing deliveries, customer alignments
• Order maintenance including master-data updates (code, MOQ, shipping point, incoterms), pricing check & update, stock availability check and allocations, order change & cancelations
• Customer relationship management including (bi) monthly reviews, order alignments, follow ups, claims and complaints
• Collaborate with cross-functional teams (Supply Chain team, Commercial team, Operation, Regulatory Affairs, Finance) to achieve monthly sales target
• Manage manual orders like sample & inter-affiliate stock transfer orders (e.g. KSA STO)
• Monitor monthly revenue progression through daily order and availability checks, delivery creation, risk assessment
• Invoice management included but not limited to Proforma Invoice processing, invoice changes and corrections

Reporting & Analysis

• Report revenue progression through analysis of open orders, shipped orders, risk factors and balance to go
• Open order management, backorder and UFR report review and reason coding
• Support Customer Survey (when needed) and handle action plans
• Analyze reports and data to identify areas for improvement

Claims, Compliant and Compliance

• Claims and complaint management: CRM user application (DSI DSE, QA, Pricing, return etc), support in investigation and closure of claims in CRM & SAP
• Review and analyze customer claims and complaints to identify trends and ensure compliance with company policies
• Support Audit requirements when necessary
• Acquire knowledge of the Quality Management System that has been adopted by the Business Cluster of Marketing Companies and the relevant Quality System Procedures that are applicable to the job through inclusion of related processes and procedures in the individual training plan. 
• Maintain 100 % adherence Kenvue training plan timeliness and ensure appropriate application of relevant Quality and Compliance processes and procedures to the job. 
• Report any non-compliances or deviation to the Commercial Quality and Compliance functions of the sub-cluster in AMET

 What We Are Looking For

Required Qualifications

Education and Experience:

• Minimum of 4-6 years of experience in customer service or related field
• Associate's degree or equivalent education level preferred
• Language proficiency – English & Arabic
• Working hours and holidays as per UAE time and calendar
• Excellent communication and interpersonal skills
• Strong problem-solving abilities, owner’s mindset and attention to detail
• Ability to work effectively in a fast-paced and dynamic environment
• Strong understanding of consumer products industry and competitive landscape
• Ability to analyze data and make decisions to drive required business results
• Experience in budget management and cost control
• Proficiency in MS Office applications and other relevant software

What’s In It For You

• Competitive Benefit Package
• Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
• Learning & Development Opportunities
• Employee Resource Groups

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.