Customer Experience Specialist (Escalation Solution)

About this Position

Accountable for critical supply escalation management to ensure an excellent customer experience, driving continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you'll do

1. Take full accountability for managing critical supply escalations, ensuring swift decision-making and customer satisfaction.
2. Resolve complex supply chain issues, providing expert advice and prioritizing cases based on customer needs and business policies.
3. Manage Delivery Condition Readiness (DELCON) and Corrective Action & Preventive Action (CAPA) review board, ensuring their effectiveness.
4. Build strong relationships with key stakeholders, including customers, to facilitate effective communication and address concerns.
5. Analyze customer needs and contribute to CSX strategy development and implementation; analyze customer feedback to identify trends and opportunities for improved satisfaction.
6. Maintain accurate CRM data and schedule follow-up actions for effective customer retention.
7. Provide quality customer service, resolving supply chain issues and managing relevant data.
8. Utilize SAP and Service Cloud effectively to drive efficiency and provide system improvement feedback.

What makes you a good fit

• Bachelor’s degree in business or a related field.
• Possess at least 3-5 years of relevant experience in Customer Service or Supply Chain Management.
• Demonstrates a strong sense of responsibility and ownership for addressing issues that arise.
• Experience with order-to-cash processes and cloud-based solutions or ERP systems.
• Excellent organizational skills with the ability to plan and execute tasks efficiently and a strong customer focus.
• Excellent communication skills in English.

Some perks of joining Henkel

• Flexible work schemes with flexible hours, hybrid, and work-from-anywhere policies.
• Diverse national and international growth opportunities.
• Globally recognized 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 contributions.
• Dental, health, and eye screening for employees and dependents.
• Discounts on company products.

At Henkel, we embrace a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is our strength. Join our team and bring your individuality! We welcome applications from all genders, origins, cultures, religions, sexual orientations, disabilities, and generations.