Customer Experience & OTC Specialist - Hybrid

Henkel ibérica portugal, unipessoal, lda; Hemel Hempstead; Hybride; GBP 27 000 - 38 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Communication skills

Problem solving

SAP

MS Office

Salesforce Service Cloud

Excel

PowerPoint

Word

Outils

Salesforce Service Cloud

SAP

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Description du poste

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.