Customer Experience Specialist

About this Position: Accountable for securing supply & stock shortages management, ensuring agility and reliability, supporting an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you’ll do

• Orchestrate and prioritize customer needs vs. Supply Chain capabilities, monitoring stock levels to secure availabilities to fulfill outstanding customer and intercompany orders, while minimizing costs. Manage stock (cross SBU) in case of shortages and force majeures, prioritizing cases based on customer segmentation, customer specific requirements & delivery priority rules. Manage material lifecycle phase in/out in collaboration with CSX, Supply Planning, Material Master Data (MMD) and GBS+. Support ad-hoc requests.
• Contribute to the understanding of customer segments, trends, needs, and expectations by analyzing customer feedback (internal/external). Build customer’s trust & relationship by providing relevant & accurate supply and stock information to CSX team and specific customer solutions to ensure superior customer experience and error-free management.
• Enter relevant information into the customer relationship management system after each contact with relevant team responsible to solve a customer request or issue and to ensure that the organization has quality data to enable effective customer retention and business development activities; Provide a quality service to customers indirectly, supporting the identification of opportunities to secure new business or support retention. Responsibilities may include resolving supply chain/ customer issues and/or providing/managing data.
• Close collaboration with internal partners/functions, mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments; Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
• Contribute actively to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
• Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Plan own resources according to demand to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in regular team meetings to align priorities; Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use KPI’s, performance management systems and reports to improve personal performance.
• Comply with company's Corporate Standards, Global SHE and Sustainability requirements.

What makes you a good fit

• Bachelor’s degree in business or a related field.
• Possess at least 2-5 years of relevant working experience in Customer Service/ Supply Chain.
• Demonstrates a strong sense of responsibility and ownership for addressing any issues that arise.
• Experienced in order to cash process and cloud-based solutions or ERP systems.
• Excellent organizational skills with the ability to plan and execute tasks efficiently and excellent customer focus.
• Excellent communication skills in English language.

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid and work from anywhere policies.
• Diverse national and international growth opportunities.
• Globally 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.
• Medical Coverage for employees and eligible dependents.
• Additional EPF Contribution.
• Dental, Health and Eye Screening etc for employees and eligible dependents.
• Discounts on company products.

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.