Customer Service 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 holds leading market positions worldwide and its Brand name product business is continuously developing. Operating within both Retail and Professional Industries our Brands and products are used by widely every day. The UK Supply Chain team covers Demand Planning, Logistics, Customer Service and Customer Collaboration. Reporting within the professional Customer Service team, this role is responsible for supporting daily customer service operations, ensuring efficient resolution of customer enquiries and identifying opportunities to improve processes, service levels and overall team performance. What you´ll do

• Manage customer complaints, claims, and case resolution, ensuring a high standard of customer service


• Handle inbound enquiries from internal and external customers via phone and email.


• Identify customer needs and deliver timely, effective solutions.


• Monitor and support claims and complaint cases managed through the Shared Service Centre.


• 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, ensuring compliance with company policies and approval processes.


• Examine customer accounts to identify recurring issues, detect trends and recommend solutions.


• Accurately classify and allocate error reason codes to support reporting and continuous improvement.


• Analyse customer service trends and identify opportunities to enhance processes and performance.


• Maintain accurate records, ensuring all activities are conducted in line with company procedures, compliance standards, and best practices.
  Strong communication skills, with the ability to build effective relationships with both internal and external stakeholders....


• Proficient in Microsoft Office applications; SAP experience is advantageous.


• Able to remain calm and professional in a fast-paced, high-pressure environment.


• Excellent time management skills and a proactive approach to problem-solving.


• Committed to delivering outstanding customer service and customer satisfaction.


• Experience within an FMCG environment and/or supporting a field-based sales team is desirable.


• Demonstrates a collaborative approach and the ability to work effectively across multiple functions.
  At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.
  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


• Annual Leave: 27 days plus 8 Bank Holidays


• Celebration vouchers