Customer Service Specialist Complex Order Management

About this Position

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.
Dare to make an impact?

What you´ll do

• Manage complex order request processes (sample, special equipment, others, not rule based), securing quality and reliability.
• Act as 1st level support/resolution for GBS in case of exceptions arising from rule-based processes (i.e consignment stock reconciliation).
• Act as single point of contact, being responsible for complex decision related service delivery requests without direct customer interaction.
• Support the understanding of customer segments and needs by analyzing customer feedback (Voice of Customer).
• Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
• Act on complex decision service delivery, provide quality service to customers while identifying opportunities to secure business.
• Collaborate closely with internal partners (Customer Service Experience - CSX, Center of Excellence - COE, Global Business Solutions - GBS , Supply Chain - SC), judging and aligning priorities to meet customer needs vs. SC capabilities.
• Support the implementation of organizational changes, processes, projects, pilots and regional best practices.
• Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Contribute to identifying continuous improvement opportunities to enhance efficiencies, streamline workflows or improve customer experience.
• Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance.
• Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement.

What makes you a good fit

• 2-5 years of relevant experience.
• Inbound EDI experience is preferred.
• SAP experience is a plus.
• Supply chain understanding.
• Ford supply chain experience is a plus.
• Experience in Microsoft Office suite and SharePoint.
• Ability to plan and organize.
• Experience in customer service and building customer loyalty.
• Versed in recommending solutions.
• Familiarity with automotive customer portals.
  

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Annual performance bonus
• Comprehensive healthcare including mental health support and 401(k) plan matched by employer
• Family benefits including fertility support, fully paid parental leave, caregiver services
• Time off, sickness leave, holidays, volunteer time off, summer Fridays & more

The salary for this role is $55,000.00 - $65,000.00. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.

Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral.

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity and expression, and other legally protected characteristics. We welcome all applications.