Specialist - Customer Service Front Office IN

Henkel; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Diverse national and international成长机会

Global wellbeing standards with health

Gender-neutral parental leave (8 weeks

Employee Share Plan with Henkel shares

Group Medical Insurance for family

Accident & life policies (3x salary)

Progressive OPD policy INR 30,000

Job summary

Henkel India in Navi Mumbai seeks an experienced Customer Service SPOC to manage customer relationships, deliver outstanding service, and drive CSAT improvements. You will own OTC processes, handle inquiries, and support business growth while coordinating with cross-functional teams.

You will use SAP, Service Cloud, and Power BI, maintain CRM data, plan activities, and ensure timely, high-quality responses. A graduate with 5+ years in customer handling is preferred; MBA is a plus.

Qualifications

• 5+ years of experience in customer handling.
• OTC (order to cash) process knowledge.
• Graduate degree; MBA preferred.

Responsibilities

• Act as single point of contact for customers and manage relationships.
• Run OTC and Customer Service Management, handling inbound/outbound interactions.
• Provide feedback on customer needs and contribute to CSAT improvements.
• Enter data in CRM to plan calls and support business development.
• Collaborate with CSX, CoE, GBS+ and SC to align priorities and meet customer needs.

Education

Bachelor's degree

MBA preferred

Tools

SAP

Service Cloud

Power BI

MS Office (Excel, PowerPoint)

Job description

About this Position

Responsible for managing customer relationships and delivering an excellent customer experience as the key customer SPOC. The role focuses on customer service, enquiries, feedback, CSAT improvement, CRM management, and identifying opportunities for business growth and retention. It also involves cross-functional collaboration, process improvement, KPI-driven performance, and ensuring efficient, timely, and high-quality customer service.

What You´ll Do

• Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset
• Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
• Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions
• Build customer relationship by supporting enquiries;
• Collect feedback & identify opportunities to drive CSAT, including regular visits
• Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups
• Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction
• Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
• Support the implementation of organizational changes, processes, projects, pilots and regional best practices
• Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies & CX
• Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance
• Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement
• Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction

What makes you a good fit

• Must have good knowledge of SAP, service cloud and power BI along with MS office (excel and PowerPoint)
• Must have good communication skills
• Minimum 5 years' experience in customer handling
• Must have OTC (order execution) process knowledge, good in follow-ups
• Good internal and external co-ordination skills
• Must be Graduate; MBA preferred

Some perks of joining Henkel

• 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
• Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
• Competitive accident and term life policies for up to 3 times annual gross salary
• Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children

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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.