Domestic Customer Service Representative

Domestic Customer Service Representative

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:

Deliver Manager SSA

Location:

Europe/Middle East/Africa, South Africa, Gauteng, Johannesburg

Work Location:

Hybrid

What you will do

Kenvue is currently recruiting for:

               

Domestic Customer Services Representative

This position reports to the Deliver Manager SSA and is based in Cape Town, South Africa

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.

               

What you will do

The purpose of this job is to serve as the primary point of contact between a company and its customers for Domestic and Export markets. The primary objective of this role is to provide exceptional support to our customers, addressing queries, resolving issues and oversee the entire order process from receipt to fulfilment.

Key Responsibilities:

Account Management

• Effectively and efficiently manage the Customer account E2E to ensure that the overall Customer Service Experience delights Kenvue’s Customers.
• The Customer Service Representative (CSR) must strive to use every opportunity to deliver excellent customer services internally and externally to ensure that we delight our stakeholders. Opportunities include but are not limited to:
• Managing stock onto orders to improve infills.
• Correcting or assisting with the correction of master data to improve service levels.
• Delivering reporting on time
• Managing queries effectively
• The CSR must collaborate closely with the Customer Development team to drive excellent service levels, successful NPI launches and build Customer trust in Kenvue.
• The CSR must know when key promotions are running on their accounts and what the key SKU’s on promotion are.
• The CSR must know of any NPI launches that are relevant to their accounts along with key dates and timings
• The information provided to the Customer must be aligned between Commercial, Supply Chain and Customer Services

• All the above must be achieved by the CSR having constant, meaningful interaction with the commercial team as well as their relevant Customers.
• The CSR must engage in meaningful Projects for and with the Customer.
• The CSR must look for ways to improve the efficiency of their accounts whether it be through automation, cost improvement initiatives or service delivery improvements.
• The CSR will ensure all complaints and queries are dealt with in a professional manner within the timelines agreed.

Order Management

• Effectively manage Customer orders in the SAP environment, from order receipt to delivery creation, working towards zero defects on orders, to eliminate Customer claims.
• All orders received before 2pm must be captured and have delivery created before the last delivery creation batch time
• All orders received after 2pm (unless flagged as high priority by a commercial partner or the CS manager) can be captured by 10AM the following day with delivery created before 11AM each day. The CSR must work to the rhythm of having all orders captured by Close of business each day
• The CSR must make every effort to capture manual orders with minimal defects.
• Order value on SAP must be compared to the Customer Purchase Order. Discrepancies must be investigated, understood and resolved.
• EDI checks to be performed by each CSR, as per the scheduled roster before automatic delivery creation batch runs to ensure orders transmit to DSV timeously and with zero defects
• Pricing checks to be performed by each CSR, as per the scheduled roster before automatic delivery creation batch runs to ensure orders transmit to DSV timeously and with zero defects
• Failed IDOC management to be completed by each CSR as per the scheduled roster
• Liaise with 3PL’s to ensure on time delivery of Customer orders with minimal damages and defects.
• The CSR must closely manage with the relevant 3PL delivery to customer to ensure that all deliveries occur within the shortest possible lead time
• The CSR must ensure that all customers requiring booking slots have their booking confirmed by the 3PL should the 3PL have the responsibility of confirming booking slots.
• The CSR must ensure that all booking slots are confirmed with the customer and clearly communicated to the relevant 3PL should Kenvue Customer Services have the responsibility of confirming booking slots with Customer
• It is the responsibility of the CSR to monitor Open Deliveries and flag and action any orders that have aged beyond 48 hours without invoicing or that has a confirmed delivery date beyond the agreed 3PL lead time from delivery creation in SAP.
• Resolve Customer Backdoor Refusal issues promptly in conjunction with the 3PL and Customer Development team to reduce good stock returns
• The CSR must take all available actions to ensure the load is accepted in a back door return scenario.
• It is also the responsibility of each CSR to actively determine the root cause of each backdoor return, to ensure that an action plan is put in place to prevent it from happening again, and to ensure a constant reduction of backdoor returns by customer, which should be evident in the number of backdoor returns reported.
• Prepare, compile and submit all SAHPRA permits for Kenvue orders in a compliant and timeous manner, to enable the exportation of controlled substances via the SAHPRA portal
• Develop and maintain an effective trace and track mechanism for all submitted permits

Claims Management

• Effectively manage the Service Requests (SR) in the Customer Interaction Centre (CIC) from inception to credit being passed to the Customer.
• The CSR must complete the daily quota of CIC Service requests before the close of business each day.
• SR’s received before 3pm each day will be considered as part of the days’ workload quota and must be assigned and completed by close of business
• SR’s received after 3pm can be considered as part of the next days’ workload. However, CSR’s must work to the rhythm of no SR’s being outstanding at the close of business each day
• No SR may age more than 24 hours without being actioned in any way.

Reporting & Presentations Management

• It is imperative that the CSR ensures all his / her reporting is accurate, timeously and done in good faith. The CSR must never misrepresent facts or withhold information from any stakeholder or in any circumstance.
• The CSR must review the Open Orders report daily and provide accurate, relevant commentary
• The CSR must ensure that the Month-end reporting on Open Orders is accurate and that the Revenue Recognition reflects reality.
• The CSR, when responsible for the Daily Allocation report must ensure the report is sent out before 9AM and that the details are accurate.
• The CSR when reporting Service levels shall do so within 24 hours of the service level data being made available.
• Should the CSR be engaged in Customer Collaboration reporting the CSR shall issue the required reports within the timeframe agreed with the Customer. Customer Collaborative reporting may include:
• Order infill rates issued daily/weekly to the Customer
• Order specific infill rates as requested by the Customer
• Weekly/Monthly/Quarterly calls with the Customer requiring preparation, as per Customer segmentation
• Ad hoc Customer requirements
• Should the CSR be assigned any reporting duties by the Deliver Manager/CS Lead, the CSR shall ensure that the report is supplied when required and is accurate and relevant. Examples of such assigned reporting include:
• Daily CIC reporting
• Daily order processing
• Ad hoc infill reporting for a specific Customer or Channel
• NOD/ NDD cycles for direct stores
• Ad hoc reports
• Local UFR Reporting

What we are looking for

Required Qualifications

• More than 3-5 years’ experience in Customer Service and/or Supply Chain and Operations
• Supply Chain degree or Equivalent
• Technical skills: MS Office, SAP
• Good understanding of CS, CX and CRM processes and systems advantageous

Key Competencies

• Strong interpersonal skills and communication skills, both verbal and written and ability to influence
• Meticulous, accurate and high level of attention to detail
• Planning, prioritizing and processing skills
• Creative thinking, analytical and problem-solving skills
• Ability to manage complexity and work effectively cross-functionally
• Ability to multi-task, to work under pressure and meet deadlines
• Self-motivated, pro-active, results oriented and a team player
• Be a proven multi-tasker with the ability to prioritize and manage a diverse workload.

What’s in it for you

• Competitive market related Salary.        
• Competitive Benefit Package*       
• Learning & Development Opportunities        
• Employee Resource Groups         
• Exposure to multi-national company and SME’s in various fields of expertise

       

*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

       

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.