Kimberly Clark Professional North America Customer Care Director


Title:     Kimberly Clark Professional North America Customer Care Director

Job # 761134, Kimberly-Clark Corp.

Location: Roswell GA

Function: Marketing & Sales

Reports to: Senior Director M&S

Product Line: Kimberly-Clark Professional

Direct reports: 7 Team Leads for a total of 65

Ever wonder what it is like to belong to this global company?  Here are some reasons to join us: !  

Position Purpose:

Provides leadership to the KCP Customer Care organization for North America. The Director of Customer Care is responsible for the development and tactical execution of the strategic direction for the KCP North America Customer Care organization as well as the day-to-day operations. She/he is responsible for ensuring the Customer Care organization is aligned to advance the company’s mission and objectives, and to promote world class (industry leading) service, revenue, profitability and growth as an organization. This position oversees the entire North American Customer Care operations to insure efficiency, quality, service, and cost-effective management of resources. In addition, he/she has responsibility for the Business Process Specialists team, oversees the training of the KCP North America Customer Care organization and leads special projects with a strong Customer Care component.


The position reports to the NA KCP Senior Director Marketing & Sales Operations and is responsible for the development and execution of the strategy and vision of the organization. This position provides strategic and functional work direction to the Customer Care Team and the BPS team. The incumbent also works closely with internal Planning, Distribution, Sales, and Marketing resources to address issues that impact order fulfillment and customer satisfaction. In addition, customer engagement is needed as required to support overall business needs with select customers. This position is also responsible for the prompt entry and coordination of all customer product orders from the receipt of initial communication until final delivery of the order, ensuring the best possible service is provided to customers in the most cost efficient manner.


External customers include KCP Direct Customers and Distributors. Internal customers include Sales and Business leadership, Field Sales, Marketing, Logistics and Distribution, KCP Production Sites, Distributor Financial Services and Regulatory & Quality.

Principle Accountabilities:

Lead the strategy development and execution of plans to support business objectives. Partner with internal KCP Sales, Marketing, and Product Supply teams as well as external distributors, to develop and implement order management and customer management capabilities that provide differentiated capability vs. competition. Develop and upgrade Customer Service policies, procedures and strategies. Optimize processes, work standards, region alignment and departmental work flow. Provide leadership, guidance and training to seven team leaders and 65+ customer service analysts focusing on performance, quality, individual development and training objectives. Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results. Promote best practices aligned with the KCP business objectives and KC-One Behaviors of the KC organization. Provide KCP North America Sales force and all concerned with accurate, detailed information and instructions to ensure the expediting of customer shipments. Communicate anticipated deviations from the customer and/or sales expectations as they relate to customer service and resolve related service issues. Provide budget planning and analysis and drive cost saving initiatives, utilizing the formal continuous improvement business planning tools. Provide leadership to ensure the organization attracts, develops and retains the best people and fosters an environment which motivates a diverse team to fully use its capabilities in achieving desired business results. Participate/Lead sector wide projects as the customer service expert. Responsible for career development and performance evaluations for all direct and indirect Customer Care team members. Discussions should result in specific plans to enhance current performance and provide an actionable roadmap for career development. All team members should receive timely coaching and feedback on performance as well as in support of their career goals. Provide functional ownership of Customer Management order processes, procedures, and systems ensuring that functional capability and business requirements are aligned and ensure compliance with internal controls and regulatory requirements.

Interested in this job? You can contact to receive more information on this job.   Sending your resume would jump-start our process and could lead to a screen call.

Qualifications / Education / Experience Required

A Bachelor’s degree or equivalent, with a minimum of 10 years of logistics or Customer Service experience in a leadership role. Requires incumbent to be a self-starter and have the ability to work with limited supervision or business direction. Individuals must demonstrate ability to lead focused change efforts. Prior functional experience with order management concepts, processes, and systems is required. Multiple sector and/or functional experience is a plus. The incumbent must have previously demonstrated leadership qualities including: decisiveness, collaboration, inspiration, and the ability to build talent.

Technical/Functional Skills

  • Strong working knowledge of SAP
  • Strong industry knowledge and understanding of complex customer service structures
  • Strong leadership skills
  • Team leader experience is required with leading leaders experience strongly preferred
  • Proven “Lean Principles” utilization
  • Strong verbal and written communication skills
  • Strong analytical and organizational skills
  • Excellent problem-solving skills and project management skills
  • Deep knowledge and understanding of federal regulations
  • Understanding of policies and procedures as it relates to customer, transportation and logistics

Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people – nearly a quarter of the world’s population – trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being. With brands such as Kleenex, Scott, Huggies, Pull-Ups, Kotex, and Depend, Kimberly-Clark holds No.1 or No. 2 share positions in more than 80 countries. With more than 140 years of history of innovation, we believe in recruiting the best people and empowering them do their best work.  If fresh thinking and a passion to win inspire you, come Unleash Your Power at Kimberly-Clark.

Kimberly-Clark is an 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, or any other characteristic protected by law.

K-C requires that an employee have authorization to work in the country in which the role is based. In the event an applicant does not have current work authorization, K-C will determine, in its sole discretion, whether to sponsor an individual for work authorization. However, based on immigration requirements, not all roles are suitable for sponsorship.

K-C requires that an employee have authorization to work in the country in which the role is based.  In the event an applicant does not have current work authorization, K-C will determine, in its sole discretion, whether to sponsor an individual for work authorization.  However, based on immigration requirements, not all roles are suitable for sponsorship.



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