Customer Service Representative

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. If you're energized by transformation and inspired to make a meaningful difference, this is your moment to lead change and grow with a business that’s going places – fast!

Job Purpose

This position is responsible for providing excellent customer service by receiving, registering, addressing customer inquiries, resolving issues, to deliver timely and high-quality solutions to the customers and ensuring customer satisfaction. This role involves receiving, pre validate and processing customer orders, handling and processing of omni channel order management (e.g. EDI, B2B, VMI, phone), customer relationship management, cross functional collaboration with Sales, Planning and Logistics.

Main Responsibilities

Order Generation and Management

• Monitor and lead the execution of order processing from order intake to delivery creation:

  • Order intake: Handling and processing of (omni-) channel order management (e.g. EDI, B2B, VMI, phone). Receive the order via mail and fill it in the sage system to generate an order document. Key in customer orders in an accurate and timely manner.
  • Order Validation: Logistics Trade Terms Compliance, alignment with credit control. Liaise with the Credit Controller to confirm the credit status of customers for all credit sales
  • Order confirmation and delivery creation: Alignment with Logistics Team for out-of-stocks and peaks preparation. Ensure all the customers’ orders are fully processed, dispatched and delivered. Ensure delivery turnaround time of 24 hours for customer orders.
  • Collaborate with Customer Service Administrator on specific customer order needs.

• Advice customers on stock-outs, promotions and new products with the aim of influencing orders.

• Accurately charge orders in duly approved customer accounts and forward for verification.

• Track and monitor customer orders, request, queries and claims in the corresponding platforms, according to KPIs/PPIs

• Manage and process RQC, according to internal processes and work instructions

Cross-selling & Upselling

• Identify and exploit cross- and up selling opportunities with existing or new customers and/ or forward these to Sales Representatives or account managers.

• Identify potential opportunities to recommend a product or inform the customer about active discounts/promotions.

VOC Campaign Management and VOC Year plan Execution

• Create, send, maintain and manage the Voice of Customer (VoC) survey campaigns

• (Co)Creation and execution of the VoC year plan within the organization in collaboration with key stakeholders.

Driving Inner and Outer Loop Process

• Drive the inner and outer loop process by closing the inner loop in 48 hours and on a periodical basis analysing data to find commonalities and identify structural pain points.

• Bring insights to the (cross-) functional team and actively plan improvement projects based on customer insights.

Data-driven Decision Making

• Ensure efficient operations, enhance service quality, and support business objectives by making informed decisions based on data analysis.

• Use data-driven insights to tailor services, improve customer experience, and drive continuous improvement in customer service operations.

• Analyse key performance metrics such as ZTO, LTT compliance, customer satisfaction scores, response times, resolution rates, and customer feedback.

• Interpret respective 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 up-to-date and accurate, reflecting any changes or updates from interactions.

• Generate reports on customer interactions and issues to provide insights for improving customer service.