Description
recruiting for:
Customer Services Representative
This position reports into the Deliver Manager SSA and is based at Cape Town, South Africa.

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 a Customer Service Representative, you will be responsible for managing export market accounts, overseeing order and claims management, and handling reporting and compliance tasks. The role emphasizes delivering measurable outcomes and meeting the established expectations through effective execution of these responsibilities.
Export Market Account Management:

• Manage and oversee the end-to-end export market portfolio, ensuring that all customer interactions and transactions are handled efficiently and effectively.

• Act as the primary point of contact for customers within the export market, providing exceptional service and maintaining strong relationships to ensure customer satisfaction and loyalty.

• Collaborate closely with the Customer Development team to align on service levels, support successful product launches (NPI), and ensure that promotional activities are communicated and executed effectively.

• Continuously engage in meaningful interactions with both the commercial team and customers to align expectations, share updates on key promotions, and address any issues promptly.

Order Management:

• Accurately manage customer orders within the SAP environment, ensuring that all orders are processed efficiently from receipt to delivery with zero defects.

• Monitor and adhere to strict timelines for order processing, including capturing orders, resolving discrepancies, and ensuring timely delivery creation.

• Utilize tools like the Pagero Tool for automated order processing and work towards minimizing manual input errors.

• Proactively manage orders on block status, ensuring they are resolved swiftly to prevent any delays in customer deliveries.

• Coordinate with third-party logistics providers (3PLs) to ensure on-time delivery of orders, managing any booking slot requirements, and addressing any delivery issues that arise.

Claims Management:

• Handle customer claims with a focus on timely resolution and customer satisfaction, ensuring that all claims are processed within 24 hours.

• Manage service requests in the Customer Interaction Centre (CIC), ensuring that each request is addressed thoroughly and promptly, with accurate documentation and follow-up.

• Engage in root cause analysis for recurring claims or service issues, implementing corrective actions to prevent future occurrences.

Reporting & Presentations:

• Prepare and present detailed reports on open orders, service levels, and other key metrics, ensuring accuracy and relevance to support decision-making processes.

• Provide daily, weekly, and monthly reports as required, including customer collaboration reports, order infill rates, and out-of-stock (OOS) recovery updates.

• Ensure that all reporting is completed within agreed timelines, maintaining transparency and accuracy in all data presented to internal and external stakeholders.

Compliance Management:

• Ensure adherence to all company policies and regulatory requirements in daily operations, including general administration, audit-compliant filing, and safety guidelines.

• Complete all mandatory training on time, ensuring compliance with company standards and continuous personal development.

• Maintain the highest standards of communication, handling sensitive information appropriately and ensuring that all interactions, both internal and external, are conducted with transparency and professionalism.

• Engage in continuous improvement initiatives using methodologies such as Kaizen, PDCA, and 5-Why to enhance the efficiency and effectiveness of processes within the customer service function.

Qualifications
What We Are Looking For

• Bachelor’s degree in Business Administration, International Trade, or a related field.

• 3-5 years of experience in export market management or customer service.

• Proficiency in SAP and customer service processes.

• Experience with continuous improvement methodologies (e.g., Kaizen, PDCA).

• Familiarity with EDI systems and claims management.

• Strong communication skills and the ability to manage both internal and external stakeholders.

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.

Primary Location Europe/Middle East/Africa-South Africa-Western Cape-Cape Town

Job Function Customer Service