Customer Experience Specialist

7 months ago

Sydney, Australia Kenvue Full time

Description

Kenvue is currently recruiting for:
**Customer Experience Specialist - Claims**

This position reports into Supply Chain Manager - Customer Experience and is based at Sydney, Australia.

**Who We Are**

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. Our global team is made up with 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of 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**

As Customer Experience Specialist, this person will be part of Supply Chain team and is responsible for ensure all claims received from customers handled and closed promptly. This role will help drive the development and implementation of end-to-end claim process improvement in ANZ market.
- The position is responsible for:

- Servicing of Customers - Claims
- Manage, develop, and provide clear reporting on claim status.
- Ensure that issues are dealt with and resolved quickly, escalated where necessary by always acting in the best interests of Kenvue
- Process Stock Return, Credit Claim, Debit Claim
- Coordinate Approval of Pricing Claims and Process Pricing Claims
- Collaborate with other departments to ensure a seamless customer experience.
- Internal and External Stakeholder Management
- First point of contact for delivery discrepancy notification received from customers.
- Lead the investigation for delivery non-conformances and discrepancies with Customer Service team, 3rd party logistics providers and logistics team promptly.
- Collaborate closely with cross-functional teams in ITC (Invoice to Cash), Customer Service, Logistics and Finance to implement claim process changes, and drive efficiencies.

Analytics & Strategic development
- Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions
- Work across the organisational system to deliver optimal customer experiences and outcomes using systems thinking mindset
- Support the Operations & Supply Chain Department as required

**Qualifications**:
**What We Are Looking For**

Required Qualifications
- Preferred minimum education: Tertiary degree or equivalent work experience considered. Preferred area of study: Engineering, Math, Physics, Supply Chain, Accounting
- Preferred related industry experience: Preferably FMCG
- Experience of SAP sales Order Processing is a must, Discrepancy and claim processing.
- Proven track record of process improvements
- A minimum of 2 years’ experience in a FMCG or Consumer Pharma company. Sales operation experience will be a plus to help build strong X-functional collaboration.
- Someone with ideas who is happy to share and collaborate with cross-functional teams.
- Excellent numerical and data analysis skills.
- Proficient in SAP platform, Excel, Word.
- Someone enthusiastic and positive about finding the best outcomes.
- Have initiative and a “can do” attitude.
- Be friendly, self-motivated and have a strong work ethic.
- Resourceful, focused self-starter

**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 identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location Asia Pacific-Australia-New South Wales-Sydney

Job Function Customer Service

Organization: Johnson & Johnson Pacific Pty. Limited

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