Customer Service Specialist

Henkel; Huixquilucan de Degollado; Híbrido; MXN 201.000 - 335.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Meal vouchers

Health programs

Parental leave

Employee share plan

Flexible benefits

Descripción de la vacante

Henkel Adhesive Technologies is seeking a Specialist TIS to provide first-line remote technical support to customers across Latin America, primarily in Spanish, Portuguese, and English. You will diagnose adhesive products, surface treatments, and dispensing equipment, delivering timely, accurate technical solutions.

In this role you will handle inquiries via phone, email, and chat, escalate when needed, and contribute to continuous improvement under ISO 9001:2015.

Formación

• Demonstrated customer service excellence.
• Ability to manage inquiries via phone, email, and chat.
• Strong technical problem-solving skills.
• Capability to analyze adhesives, surface treatments, and dispensing equipment.
• Excellent communication in Spanish, Portuguese, and English.

Responsabilidades

• Provide first-line remote technical support to LATAM customers.
• Deliver timely and accurate solutions for adhesives and related products.
• Handle multi-channel inquiries and gather technical information.
• Identify leads and support product development opportunities.
• Escalate complex cases to second-level support when needed.
• Adhere to ISO 9001:2015 Quality Management System.

Conocimientos

Customer service

Communication

Technical support

Problem solving

Multichannel support

Descripción del empleo

About this Position

The Specialist TIS is responsible for providing first-line remote technical support to internal and external Henkel Adhesive Technologies customers across Latin America, mainly in Spanish, Portuguese, and/or English. This role focuses on delivering timely and accurate technical solutions related to adhesives, surface treatment products, functional coatings, dispensing equipment, and troubleshooting or failure analysis.

What You´ll Do

• Support to internal and external Henkel Adhesive Technologies customers across Latin America.


• Delivering timely and accurate technical solutions related to adhesives, surface treatment products, functional coatings, dispensing equipment, and troubleshooting or failure analysis.


• Manages customer inquiries through multiple channels, including phone, email, and chat, while collecting relevant technical information to recommend suitable products, equipment, or escalation paths.


• Identifies sales leads, follows up on customer needs, shares feedback with the organization, and supports the identification of new product development opportunities.


• Responding to technical inquiries, escalating complex cases to second-level support when required, submitting and following up on RAW, SDS, and SFG requests, translating technical data sheets, participating in technical trainings, and sharing knowledge locally and globally.


• Contributes to process quality by applying the Quality Management System in accordance with ISO 9001:2015 and identifying continuous improvement opportunities.

What makes you a good fit

• Strong customer service orientation.


• Ability to manage customer inquiries professionally through phone, email, and chat, ensuring timely and accurate responses.


• Technical problem-solving skills.


• Capability to analyze technical requests related to adhesives, surface treatment, equipment, functional coatings, and troubleshooting or failure analysis.


• Communication skills.

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


• Flexible Benefits


• Meal vouchers


• Savings fund


• Friday early finish

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.