Customer Ownership and Service Delivery
· Serve as a knowledgeable and professional point of contact for assigned customers, accounts, sales partners, and internal stakeholders.
· Respond to customer inquiries through phone, email, fax, internet, portal, CRM, and other available channels with speed, accuracy, and ownership.
· Foster strong customer relationships that support retention, customer satisfaction, trust, and positive Net Promoter Score outcomes.
· Educate customers on products, ordering options, warranty information, returned goods policy, service expectations, account processes, and available self-service tools.
· Set clear expectations, provide timely updates, and ensure customers receive consistent information across channels.
Order Management and Account Administration
· Enter, review, and manage customer orders in applicable systems, verifying product description, quantity, pricing, shipping, billing, account, and delivery information.
· Validate order accuracy and contact customers or internal partners as needed to prevent rework, incorrect shipments, delayed orders, credits, returns, remakes, or customer dissatisfaction.
· Monitor order status, backorders, delivery blocks, pricing exceptions, availability constraints, allocation issues, and other service-impacting conditions.
· Provide customers with alternatives or next-best options when products are unavailable, delayed, substituted, or subject to exception handling.
· Process marketing samples, sales samples, and other specialty orders according to correct coding, account assignment, approval requirements, and business rules.
Escalation, Exception, and Issue Resolution
· Own complex or escalated customer issues requiring judgment, cross-functional coordination, follow-through, and timely resolution.
· Research discrepancies using SAP, CRM, order management tools, customer history, account records, delivery information, invoice details, and other available resources.
· Coordinate resolution of billing questions, credits, returns, complaints, remakes, deductions, delivery issues, product concerns, and service claims.
· Partner with sales, supply chain, logistics, distribution, demand planning, pricing, quality, product support, finance, and other internal teams to resolve customer-impacting issues.
· Ensure smooth handoffs when specialized investigation is required, while maintaining accountability for customer communication and closure.
Digital Enablement and Customer Adoption
· Support customers and sales partners in adopting digital tools, self-service options, eShop ordering, portals, automated order submission, and other technology-enabled service channels.
· Use customer knowledge, order patterns, exception trends, and recurring issues to identify where automation, AI, workflow tools, or process changes can reduce manual effort and customer friction.
· Promote a seamless omnichannel experience by helping customers receive consistent support regardless of how they engage with Essity.
· Encourage routine needs to move through the most efficient channel while preserving human ownership for urgent, unclear, complex, or high-impact situations.
Process Improvement and Continuous Improvement
· Identify recurring issues, process breakdowns, avoidable rework, order defects, rerouting, and friction points that impact customers or internal efficiency.
· Recommend practical improvements, standard work, job aids, knowledge content, training refreshers, or system enhancements that improve reliability and reduce manual effort.
· Participate in process reviews, special projects, customer experience initiatives, and cross-functional improvement efforts.
· Support service quality, accuracy, productivity, backlog reduction, queue performance, first-contact resolution, and other operational goals.
· Maintain accurate documentation, case notes, account records, and reference materials in accordance with department standards.
Team Support, Training, and Leadership Behaviors
· Serve as a resource for Customer Service Representatives and peers by answering questions, sharing knowledge, supporting training, and modeling professional service behaviors.
· Assist with onboarding, peer mentoring, skill development, process reinforcement, and adoption of best practices as needed.
· Support daily monitoring of work queues, order queues, phone activity, cases, service priorities, or other workload indicators when requested.
· Demonstrate accountability, adaptability, collaboration, customer focus, and continuous learning as the CSR role evolves toward more proactive and consultative service.
· Perform other duties as required to meet department, customer, and business goals.