Customer Service Specialist

Henkel; Hemel Hempstead; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Flexible work scheme with flexible hrs

Hybrid work model

Global growth opportunities

Wellbeing programs

Gender-neutral parental leave

Employee Share Plan

Performance bonus

Pension & Life Assurance

Annual leave 27 days + 8 bank holidays

Celebration vouchers

Job summary

Henkel is seeking a customer-focused professional to act as the main contact for new and existing customers, owning the entire customer journey from first contact to resolution. You will collaborate across internal teams to deliver solutions that meet needs and drive satisfaction.

The role focuses on customer experience, data capture in CRM, and ensuring smooth interactions within a hybrid work model. Experience in SAP, CRM, and MS Office is desirable.

Qualifications

• Previous experience within a customer service, or a supply chain role.
• Strong customer focus and communication skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Be accountable for customer-facing activities and experience as the single point of contact for customers.
• Run OTC & Customer-Service-Mgt with emphasis on in/outbound interactions.
• Contribute to understanding customer segments, trends, and needs through feedback.

Skills

Customer service

Supply chain

Communication skills

Problem solving

SAP

MS Office

Salesforce Service Cloud

Tools

SAP

MS Office

Salesforce Service Cloud

Job description

About this Position

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
• Annual Leave: 27 days plus 8 Bank Holidays
• Celebration vouchers

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.