Customer Service Representative

About the role

Join KWAL, a proud member of the Heineken family, as a Customer Service Representative. You will be the primary point of contact for customers, handling order intake, validation, and delivery coordination while ensuring high satisfaction levels. The role blends order management, cross‑selling, and data‑driven improvement initiatives.

Key responsibilities

• Receive and process omni‑channel orders (EDI, B2B, VMI, phone) and enter them accurately into the Sage system.
• Validate orders against trade terms, credit status, and logistics constraints, coordinating with credit controllers and logistics teams.
• Confirm orders, create deliveries, and monitor a 24‑hour turnaround time for order fulfillment.
• Identify and act on cross‑selling and up‑selling opportunities, informing customers of promotions and new products.
• Create, launch, and manage Voice of Customer (VoC) survey campaigns and execute the annual VoC plan.
• Drive inner‑ and outer‑loop processes, close the inner loop within 48 hours, and analyse data to pinpoint systemic issues.
• Use performance metrics (ZTO, LTT compliance, CSAT, response times) to make data‑driven decisions and improve service quality.
• Document all customer interactions, maintain up‑to‑date records, and generate reports for continuous improvement.

Required profile

• Strong customer‑service orientation with a focus on timely and accurate order processing.
• Ability to collaborate across sales, planning, and logistics functions.
• Excellent communication skills for advising customers on stock‑outs, promotions, and new products.

Required skills

• Sage ERP system
• Electronic Data Interchange (EDI)