Customer Service Specialist

Henkel; México; Híbrido; MXN 420.000 - 680.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work scheme

Hybrid work model

Meal vouchers

Health programs

Parental leave

Employee Share Plan

Flexible Benefits

Savings fund

Friday early finish

Descripción de la vacante

Henkel Adhesive Technologies is seeking a Specialist TIS to provide first-line remote technical support to customers across Latin America, mainly in Spanish, Portuguese, and English.

You will handle inquiries via phone, email, and chat, delivering timely solutions on adhesives, surface treatments, coatings and dispensing equipment, and escalating when needed.

The role offers a hybrid work model with flexible hours and opportunities for growth within a global organization.

Formación

• Strong customer service orientation.
• Ability to manage inquiries professionally through phone, email, and chat with timely responses.
• Technical problem-solving skills.
• Ability to analyze requests related to adhesives, surface treatment, equipment, and troubleshooting.
• Excellent communication skills.

Responsabilidades

• Support internal and external Henkel Adhesive Technologies customers across Latin America.
• Deliver timely and accurate technical solutions related to adhesives, surface treatments, coatings, dispensing equipment, and troubleshooting or failure analysis.
• Manage customer inquiries through multiple channels (phone, email, chat) and collect technical information to recommend products, equipment, or escalation paths.
• Identify sales leads, follow up on customer needs, share feedback, and support new product development opportunities.
• Respond to technical inquiries, escalate complex cases to second-level support, submit and follow up on RAW, SDS, and SFG requests, translate data sheets, participate in trainings, and share knowledge locally and globally.
• Contribute to quality by applying ISO 9001:2015 and identifying continuous improvement opportunities.

Conocimientos

Customer service

Technical troubleshooting

Communication skills

Multilingual (ES/PT/EN)

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.