Customer Operations and Compliance Analyst

Job Description

Come work at the forefront of science - and help the brands you grew up with grow and evolve into the next generation. Job Description - Customer Operations and Compliance Analyst (2407028595W) Kenvue is currently recruiting for: Customer Operations and Compliance Analyst This position will be based out of Sydney and report directly to the Customer Experience Specialist - Supply Chain. As a Customer Operations and Compliance Analyst , you will be an integral part of the Deliver team, responsible for leveraging analytics and strategic insights to enhance end-to-end operational support. Your primary focus will be on driving data-driven decision-making and optimizing customer service delivery processes. This role involves managing and analyzing customer orders, claims, and support processes on a day-to-day basis, ensuring timely and effective resolution of issues. By collaborating with cross-functional teams, you will play a crucial role in identifying opportunities for process improvement and driving the strategic development and streamlining of our support operations. Your analytical capabilities will be essential in transforming data into actionable strategies to elevate the customer experience and contribute to the overall success of the organisation. What You Will Do Analytics & Strategic Development Utilise advanced analytics to identify, predict, and mitigate customer risks while uncovering opportunities, translating insights into actionable strategies. Engage across the organisational system to optimise customer experiences and outcomes, employing a systems thinking approach. Provide support to the Operations & Supply Chain Department, contributing to key projects and initiatives. Demonstrate initiative by participating in User Acceptance Testing (UAT) as required, ensuring system enhancements meet business needs. Reporting Work with team to perform month-end and quarter-end reporting processes, ensuring timely and accurate submission and approval. Drive SOX compliance processes by providing critical data and insights for internal and external audits. Proactively review and update Standard Operating Procedures (SOPs) to ensure best practices and continuous improvement. Internal and External Stakeholder Management Actively collaborate with cross-functional teams including Invoice to Cash (ITC), Master Data, Demand Planning, Customer Service Hub, Sales, Warehouse, Transport, and Finance to address stock and customer-related queries. Initiate and facilitate thorough investigations for delivery non-conformances and discrepancies, working closely with the Customer Service team, third-party logistics providers, and transport partners. Customer Claims and Order Processing Serve as the primary contact for delivery discrepancy notifications from customers, ensuring swift resolution and escalation as needed, always prioritising the best interests of Kenvue. Efficiently process export orders, adhering to end-of-month (EOM) requirements and timelines. Manage stock return, credit claim, debit claim, and recall processes within approved Service Level Agreements (SLAs), ensuring customer satisfaction and operational efficiency. Provide support for pricing, rebate, and trade promotion (TP) claims, collaborating with relevant departments to streamline workflows and enhance overall efficiency. What We Are Looking For Required Qualifications: Preferred minimum education: Tertiary degree or equivalent work experience considered. Preferred area of study: Supply Chain, Accounting, Customer Service. Preferred related industry experience: Preferably FMCG. Experience of SAP, sales Order Processing is a must, Discrepancy and claim processing. A minimum of 2 years’ experience in a FMCG or Consumer Pharma company. Sales operation experience will be a plus to help build strong X-functional collaboration. Collaborative approach to stakeholder management. Excellent numerical and data analysis skills. Have initiative and a “can do” attitude. Customer-focused mindset with a passion for improving service quality. Experience with Servicenow Management tool and Microsoft Office Suite. Enthusiastic and positive about finding the best outcomes. Friendly, self-motivated and have a strong work ethic. Resourceful, focused self-starter. Able to multi-task and prioritize tasks accordingly. What’s In It For You Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More! Learning & Development Opportunities. Employee Resource Groups. Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Primary Location If you are an individual with a disability, please check our page for information on how to request an accommodation. Kenvue leverages automation tools in its talent acquisition process for efficiency. These tools may help matching your skills and experience to a given role and assist in scheduling interviews. #J-18808-Ljbffr