Join KWAL and be a part of something bigger, as we accelerate excellence as a proud member of the HEINEKEN global family. While we unlock new opportunities and shape the next chapter of our journey, KWAL is embedding a high-performing, agile business driven by innovation and purpose.
Job Purpose
This position is responsible for providing excellent customer service by receiving, registering, and addressing customer inquiries, resolving issues, delivering timely and high-quality solutions, and ensuring customer satisfaction. The role involves receiving, pre-validating, and processing customer orders; handling omni-channel order management, including EDI, B2B, VMI, and phone orders; managing customer relationships; and collaborating cross-functionally with Sales, Planning, and Logistics.
Main Responsibilities
Order Generation and Management
- Monitor and lead order processing from order intake to delivery creation.
- Handle omni-channel order management through EDI, B2B, VMI, phone, and other channels.
- Receive orders by email and enter them into the Sage system to generate order documents.
- Key in customer orders accurately and promptly.
- Ensure logistics trade terms compliance and align with credit control.
- Liaise with the Credit Controller to confirm customer credit status for all credit sales.
- Align with the Logistics Team on out-of-stocks and peak preparation.
- Ensure customer orders are fully processed, dispatched, and delivered within a 24-hour turnaround time.
- Collaborate with the Customer Service Administrator on specific customer order needs.
- Advise customers on stock-outs, promotions, and new products to influence orders.
- Accurately charge orders to duly approved customer accounts and forward them for verification.
- Track and monitor customer orders, requests, queries, and claims according to KPIs and PPIs.
- Manage and process RQC according to internal processes and work instructions.
Cross-selling and Upselling
- Identify and exploit cross-selling and upselling opportunities with existing or new customers, or forward them to Sales Representatives or account managers.
- Identify opportunities to recommend products or inform customers about active discounts and promotions.
Voice of Customer Campaign Management
- Create, send, maintain, and manage Voice of Customer survey campaigns.
- Co-create and execute the Voice of Customer year plan in collaboration with key stakeholders.
Inner and Outer Loop Process
- Drive the inner and outer loop process by closing the inner loop within 48 hours.
- Periodically analyse data to identify commonalities and structural pain points.
- Bring insights to cross-functional teams and actively plan improvement projects based on customer insights.
Data-driven Decision Making
- Use data-driven insights to tailor services, improve customer experience, and drive continuous improvement in customer service operations.
- Analyse key performance metrics, including ZTO, LTT compliance, customer satisfaction scores, response times, resolution rates, and customer feedback.
- Interpret relevant CS&L dashboards on performance.
Record Keeping
- Document all customer interactions, including inquiries, complaints, and resolutions, in the customer service database.
- Ensure customer records are current and accurate.
- Generate reports on customer interactions and issues to provide insights for improving customer service.