KCP North America CX Portal Technical Support Specialist
Kimberly-Clark

Kimberly Clark Professional (KCP) North American (NA) team is looking for an experienced Customer Experience (CX) Portal Technical Support Specialist to join its Customer Experience & Marketing team. You will be actively supporting customers with the Customer Portal strategy, partnering with global DTS and COE on capability enablement, and daily operations management. You will work directly with customers to ensure they are satisfied with the Customer Portal and improve upon areas of dissatisfaction.

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 this role, you'll help us deliver better care for billions of people around the world. It starts with YOU. In this role, you will:

• Customer Portal Support Workstream - Proactively identify, prioritize, and ensure delivery of resolution for critical customer issues encountered on the portal and work with regional peers or global teams to investigate problems and implement resolutions.
• Daily Portal Customer Service - Support ongoing issues or bug support for portal users with key functionality including chargeback/rebate processing, order submissions, pricing agreements, order tracking, policy or product documentation, and more.
• Regional Requirements Discovery & Building - Work with global portal product team to gather and refine specifications and requirements based on business and/or technical needs for regional customer experience w/ portal.
• UAT & QA Support - Support quality assurance and testing for new features enhancements and bug fixes to ensure they are being delivered to regional requirements/expectations.
• Daily Management for Portal Users - Manage daily support for customers for user onboarding/registration, account configuration, customer training, customer communications management and deployment and order management support.

The successful candidate will join the Kimberly Clark Professional North America Customer Experience and Marketing Team and report to the Associate Director.

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. To succeed in this role, you will need the following qualifications:

• Education: BA, BS in business or technology.
• 5+ years of managing application development or digital project management experience, working with project management tools, preference with Monday.com JIRA, Confluence or AzureDevOps
• Experience in SAP/R3/Vistex processes and customer service.
• Experience with enterprise-level applications or marketing technology (CMS, Ecommerce, DAM, PIM, CRM) a plus.
• Strong analytical, decision making, problem solving, and independent thinking skills.
• Demonstrated ability to prioritize multiple projects with great attention to detail, time management skills.
• Experience of working in an AGILE environment.
• Demonstrated ability to work independently and autonomously while also being highly collaborative with an affinity for building relationships across teams including business partners, external agencies, and vendors.
• Strong interpersonal, verbal, and written communication skills.

Total Benefits

For a complete overview, see www.mykcbenefits.com

Hybrid Work Arrangements: You're looking to make a difference. When and where it works best for you. And at Kimberly Clark, we're constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you'll experience Flex That Works, flexible work (hybrid) arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

Veterans and members of the Reserve and Guard are highly encouraged to apply.

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.

Additional information about the compensation and benefits for this role are available upon request. You may contact 866-444-4516 or kcchrprod@service-now.com for assistance. You must include the six-digit Job # with your request.

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. K-C will not provide relocation support for this role.