CSX Specialist— United Kingdom, Hemel Hempstead, Adhesive Technologies

Henkel; Hemel Hempstead; Hybrid; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Flexible work scheme

Hybrid work model

Work from anywhere up to 30 days/year

Global growth opportunities

Wellbeing programs

Parental leave

Employee Share Plan

Performance bonus

Pension & Life Assurance

Job summary

Henkel Adhesive Technologies Administration in Hemel Hempstead is seeking a customer-centric specialist to own the end-to-end customer journey. You will handle OTC/CSM processes, interact with customers, and collaborate with internal teams to deliver prompt, accurate support.

The role requires solid communication, problem-solving skills, and the ability to work under pressure in a hybrid environment. Familiarity with SAP, Salesforce Service Cloud, and MS Office is advantageous.

Qualifications

• Previous experience within a customer service, or a supply chain role.
• A customer focused attitude with excellent communication skills.
• Excellent in problem solving, is solution orientated and has good influencing skills.
• Proactive, target driven, self-motivated and able to use own initiative.
• Precise, accurate administration skills.
• Ability to withstand pressure and work to tight deadlines.
• Good level of SAP and MS Office (Excel/PowerPoint/Word) are desirable skills.
• SAP EDI knowledge and Salesforce Service Cloud would be an advantage.

Responsibilities

• Be accountable for customer facing activities and customer experience, acting as a single point of contact for customers and adopting customer centricity mindset within day-to-day interactions.
• Run Order-to-Cash (OTC) & Customer-Service-Mgt (CSM), focusing mainly on customer interaction related activities (in/outbound).
• Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions.
• Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• CRM Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimise disruption & downtime.
• Ensure close collaboration with internal partners/functions (Customer Service Experience, Center of Excellence, Global Business Solutions, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction.

Skills

Customer service

Communication skills

Problem solving

SAP

MS Office

Salesforce Service Cloud

Excel

PowerPoint

Word

Tools

Salesforce Service Cloud

SAP

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Adhesive Technologies Administration United Kingdom, Hemel Hempstead, England Full Time Regular

Join a customer-focused team where you'll play a key part in creating exceptional experiences for our customers. Acting as the main point of contact for both new and existing Henkel customers, you'll take ownership of the entire customer journey, ensuring every interaction is smooth and efficient. Working closely with teams across the business, you'll help deliver solutions that meet customer needs, resolve challenges, and build long-term relationships.

What you´ll do

• Be accountable for customer facing activities and customer experience, acting as a single point of contact for customers and adopting customer centricity mindset within day-to-day interactions.
• Run Order-to-Cash (OTC) & Customer-Service-Mgt (CSM), focusing mainly on customer interaction related activities (in/outbound).
• Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions.
• Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimise disruption & downtime.
• Ensure close collaboration with internal partners/functions (Customer Service Experience, Center of Excellence, Global Business Solutions, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction.

What makes you a good fit

• Previous experience within a customer service, or a supply chain role.
• A customer focused attitude with excellent communication skills.
• Excellent in problem solving, is solution orientated and has good influencing skills.
• Proactive, target driven, self-motivated and able to use own initiative.
• Precise, accurate administration skills.
• Ability to withstand pressure and work to tight deadlines.
• Good level of SAP and MS office (Excel/PowerPoint/Word) are desirable skills.
• SAP EDI knowledge and Salesforce Service Cloud would be an advantage.

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
• Global 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
• Performance bonus / incentives
• Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary

JOB ID:26103398

Job Locations:United Kingdom, England, Hemel Hempstead

Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application

How is work at Henkel

United Kingdom, Hemel Hempstead, Adhesive Technologies, Administration