Complex Order Management Specialist

Henkel; Hemel Hempstead; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading global company is seeking a customer-focused professional to manage complex order processes and enhance customer experiences. This role will involve coordinating services, ensuring compliance with corporate standards, and supporting the customer service team. The ideal candidate will have experience in customer service, logistics, and strong organizational skills. This position offers a hybrid work model, competitive benefits, and opportunities for international growth.

Benefits

Flexible work scheme

Health and preventive care programs

Employee Share Plan

Performance bonuses

Competitive pension

27 days of annual leave plus 8 bank holidays

Qualifications

• Focus on customer interactions without direct engagement.
• Experience in logistics or supply chain roles preferred.

Responsibilities

• Manage orders and invoices for new business.
• Proactively oversee order fulfillment and customer experience.
• Ensure compliance with corporate standards.

Skills

Customer-focused attitude

Excellent communication skills

Previous experience in customer service

Strong organizational skills

Problem-solving abilities

Experience with import/export

Knowledge of Order To Cash processes

Tools

SAP

Salesforce Service Cloud

MS Office

Job description

Job Responsibilities

• Focus mainly on complex/decision samples and special equipment-related service delivery activities without direct customer interaction, emphasizing customer interactions.
• Support the Customer Service organization in managing orders and invoices for new business, streamlining processes, and facilitating handovers.
• Proactively manage orders to ensure an excellent customer experience.
• Monitor and ensure delivery of service commitments by adjacent functions.
• Provide relevant information to Customer Service Experience (CSX) and Business units to secure superior customer service.
• Comply with Henkel Corporate Standards at all times.
• Manage the sample and special equipment order entry process for the respective region.
• Coordinate requests for samples via Service Cloud using the ACE sample request platform/Ariba and handle special equipment orders via email to Service Cloud.
• Ensure transparent communication regarding ticket and sample status.
• Execute complex order placements in SAP.
• Serve as the internal single point of contact for samples and special equipment in the respective region.
• Support the predefined network strategy for sample and special equipment fulfillment across various fulfillment types and strategies.

Qualifications & Skills

• Customer-focused attitude with excellent communication skills.
• Previous experience in customer service, supply chain, or logistics roles.
• Strong organizational and time management skills, problem-solving abilities, and influencing skills.
• Experience with import/export, MS Office, SAP, Salesforce Service Cloud, and understanding of Order To Cash processes is advantageous.

Core Competencies

• Deliver results, communicate effectively, be accountable, and collaborate.
• Planning and organizing, customer focus, analyzing alternatives, building customer loyalty, and operating customer systems.

Benefits

• Flexible work scheme with hybrid model and work-from-anywhere policy for up to 30 days/year.
• International growth opportunities.
• Health and preventive care programs aligned with global wellbeing standards.
• Gender-neutral parental leave of at least 8 weeks.
• Employee Share Plan with voluntary investment and company matching shares.
• Performance bonuses and incentives.
• Competitive pension and life assurance, with company contributions up to 10% of basic salary.
• 27 days of annual leave plus 8 bank holidays.
• Celebration vouchers.

At Henkel, we value diversity and encourage applications from all backgrounds, perspectives, and experiences. Join our team and bring your unique qualities to us!