Customer Support Leader
Job Description
Your Job
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 your role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.
The Customer Support Leader will be responsible for the end-to-end customer support process from Kimberly-Clark Professional to the distributors. This 15 people team is the first point of contact for distributors regarding any inquiry besides commercial. Furthermore, the Customer Support Leader will be responsible for standardizing processes, protocols, communications, platforms, and other tools used by the team to ensure excellent customer support and maintain a cutting-edge approach. This includes developing and implementing best practices to streamline operations and enhance the overall efficiency and effectiveness of the customer support function.
Main responsibilities:
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Be responsible for the overarching vision and transformational strategy of the Customer Support team in Latin America, and ensure they are aligned to the larger Kimberly-Clark Professional extended team and business goals and outcomes, including direction to the loyalty squad team.
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Lead Kimberly-Clark Professional's continuous customer service improvement initiatives through the automation, optimization, and evolution of customer-facing tools, platforms, and processes to contribute to a better customer experience when doing business with Kimberly-Clark Professional.
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Establish and standardize service models for the operational support required by Kimberly-Clark Professional customers throughout Latin America, both to Distributors and Direct Accounts, to be able to do business, focused on order management, customer support on portfolio issues, etc.
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Lead the implementation of Service Cloud as the sole tool to centralize information on cases and interactions (Requests, Requisitions, Complaints, Claims, and Gratitude) with Distributors and Direct Accounts.
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Define, establish, and standardize the Service Level Agreement for each support type: Order Entry, Quotations/Pricing Conditions, and Operational Support at the LAO level.
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Standardize the Support Desk Model Responsibilities and Functions at the LAO level.
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Partner with GMs and Area Managers (SAC, Accounts Receivable, Supply, Sales Controlling, etc.) to define action plans based on Voice of Customer findings.
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.
Led by Purpose. Driven by You.
About You
You’re driven to 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.
Experience and requirements:
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Professional in Business Administration, Industrial Engineering or related. Customer Service and experience course a must.
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7+ years of experience in customer support or customer experience, with process improvement experience.
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5+ years of experience managing teams and business transformations.
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Proven experience in driving customer experience programmes/transformation that made an impact in organizations.
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Excellent stakeholder management, communication skills and influencing skills.
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Strong project management delivery experience.
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Fluent in English.
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.
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.
Primary LocationBogota Office
Additional Locations
Worker TypeEmployee
Worker Sub-TypeRegular
Time TypeFull time
What We Do
Kimberly-Clark makes the essentials for a better life with well-known brands that matter every day – at home, school, work and on the go.
Throughout our 148 years, we have challenged conventional wisdom to innovate products that better meet the needs of consumers. We have created new categories with top brands like Kleenex®, and redefined categories with Huggies® and U by Kotex®.
While growing our $18+ billion global business, we help build careers through collaborative teams that push boundaries and endless opportunities to work with some of the world’s most recognized brands. Our 43,000 employees are changing the world for the better, too, generously giving back to communities and causes around the globe.
If innovative thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark.
