Customer Care & Order Management Specialist

Descripción del puesto:

Customer Care & Order Management Specialist

Job Description

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 these roles, you'll help us deliver better care for billions of people around the world. It starts with YOU.
As a Customer Care & Order Management Specialist, you will serve as the primary liaison for key customers, ensuring seamless execution of the end-to-end order-to-delivery (OTD) process. You will manage complex replenishment cycles, maintain accurate order data in SAP R/3, and collaborate closely with internal stakeholders across the UK&I IFP region. Your role is critical in driving customer satisfaction, optimizing inventory levels, and supporting continuous improvement in order management operations. In addition to managing your own customer portfolio.

These roles will be part of Kimberly Clark's International Family Care and Professional (IFP) business-an organization rooted in purpose and innovation that has built a legacy with global impact. As Kimberly-Clark forms a strategic partnership with Suzano to create a world-class international tissue and professional products company, these roles are proposed to transfer to the new venture once the transaction closes, anticipated in mid-2026, subject to consultation and other applicable legal requirements. This is a rare opportunity to help shape a new global leader backed by two industry powerhouses. You'll be part of a high-potential business that combines Kimberly-Clark's iconic brands and commercial excellence with Suzano's industrial and sustainability leadership. 

Key Responsibilities:
* Complex Order Fulfillment Execution: Manage the full order-to-deliver process for a portfolio of high-value customers. Ensure accuracy and timeliness across order entry, SAP validation, stock checks, logistics coordination, and delivery execution. Resolve exceptions and provide tailored solutions in real time.
* Dispute & Claims Resolution: Oversee logistics claims through Dispute Case Management, ensuring thorough investigation, documentation, and resolution. Coordinate with internal stakeholders to issue credit/debit notes and manage returns.
* Customer Relationship: Serve as the primary customer service liaison for strategic accounts, delivering exceptional service and fostering long-term partnerships. Actively manage customer satisfaction through continuous engagement, issue resolution, and performance monitoring (e.g., Advantage Group surveys or SalesForce surveys).
* Cross-Functional Collaboration & Cost Optimization: Partner with Logistics, Demand & Supply Planning, Transportation, and GBS teams to streamline operations, reduce distribution costs, and enhance supply chain agility.
* Continuous Improvement & Operational Excellence: Champion a culture of continuous improvement by identifying inefficiencies, leading cross-functional initiatives, and implementing best practices that enhance service delivery and reduce waste.
* Performance Analytics & Reporting: Own customer-specific KPIs such OTIF, CES, and fill rates. Deliver timely and accurate reporting (daily, weekly, monthly, quarterly) to internal and external stakeholders, ensuring transparency and data-driven decision-making.
* Issue Resolution & Root Cause Analysis: Resolve complex delivery and fulfillment issues, conduct root cause analysis, and implement corrective actions to prevent recurrence.
* Customer Portfolio Governance: Maintain up-to-date documentation and master data for key accounts. Monitor account health and proactively identify risks and opportunities.
* Compliance & Internal Controls: Ensure adherence to internal policies, regulatory requirements, and control frameworks. Provide data and analysis for audits and quality assurance reviews.

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 more than 150 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.
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:

* Proven experience in customer-facing roles within Order Management, Customer Service, or Supply Chain in the FMCG or B2B sectors would be an advantage
* Education: Master's degree is preferred.
* Technical Skills: Proficient in MS Office (especially Excel); SAP systems, experience with SalesForce would be an advantage
* Time Management: Strong prioritization skills, able to manage multiple tasks under pressure.
* Independence: Self-motivated, proactive, and capable of working independently.
* Attention to Detail: High accuracy, analytical mindset, and problem-solving ability.
* Customer Focus: Strong relationship management and communication skills.
* Team Collaboration: Effective team player with experience in supporting and training colleagues.
* Adaptability: Flexible and responsive to change with a can-do attitude.
* Fluent English is essential proficiency on CEF-C1 level is required

Total Benefits
Great Support for Good Health - with medical, dental, and vision coverage options, Social Fund and Cafeteria Platform, life insurance to support you and your family in unexpected moments, and the Employee Assistance Program, as we want to ensure that you have access to the resources you need to take care of yourself and your loved ones.
Hybrid Work Arrangement - with min. 1 day per week from the office, in accordance with our internal policy, as we understand the importance of work-life balance. Thanks to that, we are providing you with the flexibility to manage your commitments both inside and outside of work.
Yearly Bonus - to reward you for your hard work and dedication throughout the year. This bonus is based on individual and company performance and is a great way to recognize and appreciate your contributions.
Employee Referral Program & Holiday Allowance - we have a referral program in place that rewards you for recommending qualified candidates to open positions within the company. Additionally, we offer a holiday allowance to help you enjoy your time off.
Additional Leave - to make your birthday extra special, and to participate in voluntary incentives in addition to your regular working duties, in accordance with our internal policy. You can take up to 4 days of voluntary leave for Kimberly-Clark coordinated actions.
Learning & Growth - we are committed to helping our employees develop and grow, which is why we offer a wide range of soft skills training on our internal training platform. These training sessions are available to every employee and can be tailored to your specific needs.
International Environment - a job at the very heart of Kimberly-Clark's finance organization in which you will be part of a great diverse team with wide exposure to the business functions and the opportunity to influence processes & drive optimization.

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.
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,
#R-IFP,

Transparency and Fairness Go Hand in Hand.

Applicable for Poland: Annual Base Salary Range and the Incentive Plan (if applicable): will be communicated prior to the interview. At Kimberly-Clark, we are committed to fostering fairness, equity, and transparency in everything we do, including our recruitment practices. Whether you are already part of our team or considering joining us, you will have visibility of all the key pay and benefit elements, prior to the interview. Along with a competitive pay, our positions typically offer additional performance-based incentives (if applicable to the role) we offer a range of benefits enhancing your life, health and prosperity over time. But pay is just one part of our offering. We also offer you opportunities to grow, thrive and make an impact. We are committed to equal pay for work of equal value and use gender-neutral criteria in determining compensation and career progression. These principles guide our approach to pay transparency.

Primary Location
Krakow Office

Additional Locations

Worker Type
Employee

Worker Sub-Type
Regular

Time Type
Full time