Job description

What you´ll do

• Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset
• Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
• Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions
• Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits
• Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups
• Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction
• Collaborate closely with internal partners (CSX, CoE, GBS+, 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
• Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies & CX
• 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
• Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction

• Passionate about value creation and creative problem solving to resolve complex challenges.
• Demonstrate a growth mindset that incorporates end-to-end supply chain / cross functional perspective beyond What you'll do.
• Must be a self-starter who demonstrates curiosity and entrepreneurial spirit to make decisions on behalf of the business.
• Communicate effectively through written and verbal communication to influence others and demonstrate strong leadership skills. 
• Proficiency in the Microsoft Office, particularly Excel.
• Experience in customer systems (i.e. Retail Link, NOVA, Scintilla), PowerBI, and SAP a plus.
• College/University degree in Business, Supply Chain Management, Logistics, or related discipline, OR 5+ years relevant experience.

• Health Insurance: affordable plans for medical, dental, vision and wellbeing starting on day 1 
• Work-Life Balance: Paid time off including sick, vacation, holiday and volunteer time, flexible & hybrid work policies (depending on role), and vacation buy / sell program 
• Financial: 401k matching, employee share plan with voluntary investment and Henkel matching shares, annual performance bonus, service awards and student loan reimbursement 
• Family Support: 12-week gender neutral parental leave (up to 20 weeks for parents giving birth), fertility support, adoption & surrogacy reimbursement, discounted child and elderly care, and scholarships 
• Career Growth: diverse national and international growth opportunities, access to thousands of skills development courses, and tuition reimbursement

The salary range for this role is $75,000.00 and $95,000.00. This range represents the good‑faith minimum and maximum wages the Company reasonably expects to offer for this role at the time of posting. In addition to base salary, this position may be eligible for incentive pay or other forms of compensation, as applicable.  The Company also offers a comprehensive benefits package as described above. Actual compensation will be based on factors such as the candidate’s skills, experience, education, training, and work location. This posting is intended to comply with all applicable state and local pay transparency laws.
 
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. Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.