Customer Service

• Processing of customer sales orders (SO) including:
• Customer Purchase/Sales order entry and management of order through to delivery.
• Logging of RMA’s and managing the process of returned goods. Accountability for the determination of appropriate courses of action with regard to crediting customers or replacement of faulty goods.
• Release of delivery documents to the warehouse and liaise with the warehouse team on special shipment requirements.
• Raise Commercial and Pro Forma documentation when applicable.
• Work closely with Purchasing team for SO Stock requirements and provide updated ETA to customers
• Responsible to answer calls in a timely manner and update Zendesk tickets.
• Action customer enquiries including but not limited to stock availability, pricing and product enquiries.
• Regular cross function meetings with Sales and Product Managers to discuss and resolve customer issues/tickets.
• Reporting as required

Operational Excellence/Key Performance Metrics

• Collaborate with CS team members to ensure phone coverage, minimising missed calls to under 10%.
• Respond to consumer enquiries within 24hrs.
• Process SO’s received prior to 11am for same day dispatch, after 11am for next day delivery.
• Accountability for customer specific portal order acknowledgement and delivery notifications where applicable for SO processing.
• Weekly outstanding order report (OOR) creation and distribution.
• Action OOR feedback within 24hrs of receipt. Assist the team to maintain a MFA Satisfactory score of over 85%
• Respond to all customer queries in a customer centric and proactive way – ensuring customer satisfaction and resolution, anticipate needs and exceed customer expectations.
• Ensure Standard Works are followed for all Customer Service processes.

  Maintain and review Standard Works regularly as per Cx requirements.

• Take ownership of all customer complaints, proactively address customer concerns.
• Ensure all enquiries are properly logged.
• Ask customers targeted questions to quickly understand and correctly route enquiries.
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate consumer solutions.
• Properly escalated order related issues to appropriate internal teams.
• Liaise with Production and Purchasing Leaders on finished goods inventory issues and schedule receipt due dates.
• Prioritize and manage competing demands simultaneously
• Prepare accurate and timely reports.
• Assist to identify reasons for missed KPI targets. Participate in the analysis of defect reasons and take part in the improvement activities.
• Participate in training to further develop the skills and knowledge required to perform the duties effectively.
• Maintain positive relationships with stakeholders. View all issues with a company-wide perspective.

Professional Experience

• At least 3 to 5 years' experience in a Customer Service role
• Intermediate skills in MS Office and Understanding of Supply Chain and Operations methodology
• Experience working in a team environment
• Experience in compiling Standard, Works, Standard Operating Procedures or/and Work Instructions
• Experience working with ERP systems
• Ability to converse with customers and difficult enquiries
• Ability to handle escalated issues
• Able to work in a team environment with diverse personalities
• Ability to establish and adhere to strict timeframes

About Kidde Global Solutions

Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes.

Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.

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