Customer Excellence Specialist

Henkel AG & Co. KGaA; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A global consumer goods company in Mississauga is seeking a Customer Service Specialist. You will manage customer orders, analyze data for trends, and improve customer experiences through operational efficiency. Strong collaboration with sales and marketing teams is required to implement effective initiatives. Ideal candidates should possess excellent customer service skills and be proficient in data analysis. This role offers opportunities for personal growth within a leading organization.

Qualifications

• Experience in customer service and order management.
• Strong analytical skills to interpret customer data.
• Ability to lead cross-functional projects and initiatives.

Responsibilities

• Manage customer orders and enhance delivery performance.
• Analyze customer data to improve experiences and operations.
• Develop reports and KPIs to monitor customer satisfaction.

Skills

Collaboration

Data Analysis

Customer Service

Process Improvement

Report Generation

Job description

At Henkel, you’ll be part of an organization that’s shaping the future through innovation, sustainability and collaboration. With our trusted brands like Persil®, ‘all®, Loctite®, Snuggle®, and Schwarzkopf® and our cutting-edge technologies, you’ll have countless opportunities to explore new paths and grow.

This position is with our Consumer Brands business unit – where we empower our employees to bring the best Laundry & Home Care and Hair products to people around the world.

Dare to learn new skills, advance in your career and make an impact at Henkel.

What you´ll do

• Manage and collaborate with customers on their orders, generate actionable reports, and collaborate with stakeholders to enhance forecast accuracy and delivery performance.
• Serve as the subject matter expert for automation and efficiency initiatives, supporting training and upskilling efforts for the Customer Service Team.
• Drive customer partnerships by advancing Collaborative Planning, Forecasting, and Replenishment (CPFR) to the highest standards.
• This pivotal role involves analyzing customer data, identifying actionable trends, and devising strategies to enhance customer experiences, streamline operational processes, and support business growth objectives.
• Oversee all Order-to-Cash (OTC) support activities for key customers, ensuring exceptional customer service delivery.
• Conduct in-depth analysis of customer data and trends to identify opportunities for improving customer experience and operational efficiency.
• Develop and maintain comprehensive reports, dashboards, and KPIs (e.g., OTIF, OTD, Service Level) to monitor customer satisfaction and operational performance.
• Partner with Sales, Marketing, Education, and New Product Innovation teams to design and implement customer-focused initiatives, such as loyalty programs, customer segmentation, and personalized marketing strategies.
• Identify and implement process improvement opportunities within OTC operations through data-driven insights and analysis.
• Participate in key forums and meetings, including SME and S&OP sessions, to present findings, recommendations, and progress updates to stakeholders.
• Lead cross-functional projects related to customer service excellence, as assigned.
• Provide backup support for team members during absences to ensure seamless operations.