Customer Experience & Solutions Advisor

Henkel; Hemel Hempstead; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Health & wellbeing programs

Parental leave (8 weeks)

Employee share plan

Performance bonus

Pension & life assurance

Annual leave 27 days + 8 bank holidays

Celebration vouchers

Job summary

Henkel Beauty Care UK Supply Chain covers Demand Planning, Logistics, Customer Service and Customer Collaboration. This role supports daily customer service operations and resolves enquiries efficiently while identifying opportunities to improve processes and service levels.

You will manage complaints, handle inbound inquiries by phone and email, and work across Sales, Logistics and Marketing to ensure timely, effective solutions. Proficiency in Microsoft Office and SAP is advantageous.

Qualifications

• Handle inbound enquiries from internal and external customers via phone and email.
• Manage customer complaints, claims and case resolution.
• Collaborate cross-functionally with Sales, Logistics, Demand Planning, Marketing and third-party logistics providers.
• Coordinate and process customer solutions including credit notes, debit notes and returns.
• Analyze customer service trends and identify improvement opportunities.
• Maintain accurate records in line with procedures and compliance.
• Proficient in Microsoft Office; SAP experience is advantageous.
• Ability to stay calm in a fast-paced environment.
• Experience in FMCG environment desirable.

Responsibilities

• Manage customer complaints, claims and case resolution to ensure high service levels.
• Handle inbound enquiries from customers via phone and email.
• Collaborate with Sales, Logistics and Demand Planning to resolve issues.
• Process credit/debit notes and returns in line with policy.
• Monitor customer service trends and propose process improvements.
• Record activities accurately in accordance with procedures.

Skills

Customer service

Communication

Time management

Problem solving

Tools

Microsoft Office

SAP

CRM systems

Job description

Henkel Beauty Care UK Supply Chain covers Demand Planning, Logistics, Customer Service and Customer Collaboration. This role supports daily customer service operations and resolves enquiries efficiently while identifying opportunities to improve processes and service levels.

You will manage complaints, handle inbound inquiries by phone and email, and work across Sales, Logistics and Marketing to ensure timely, effective solutions. Proficiency in Microsoft Office and SAP is advantageous.