Customer Experience Specialist (Japanese speaking)

Henkel; Kuala Lumpur; Hybrid; MYR 48,000 - 72,000; Full time

Job summary

Henkel is seeking a skilled supply chain professional to oversee stock management and enhance customer experiences through effective decision-making and collaboration. The ideal candidate will possess a bachelor's degree, relevant experience in supply chain or customer service, and strong communication skills, particularly in Japanese. Join us for flexible working arrangements and numerous perks as part of our diverse team.

Benefits

Flexible working hours

Hybrid and remote work options

Health and wellness programs

Gender-neutral parental leave of at least 8 weeks

Employee Share Plan with company matching

Medical, dental, and eye care coverage

Additional contributions to EPF

Product discounts

Qualifications

• 2-5 years of relevant experience in Customer Service or Supply Chain.
• Fluent in Japanese with excellent communication skills.
• Experience with order-to-cash processes and cloud solutions.

Responsibilities

• Manage stock levels, coordinate with internal teams to minimize costs.
• Resolve supply chain issues and support customer service operations.
• Update CRM systems and document interactions for better customer retention.

Skills

Customer focus

Organizational skills

Issue resolution

Communication skills

Education

Bachelor’s degree in business or related field

Tools

SAP

Service Cloud

Job description

About this Position

Accountable for securing supply & managing stock shortages, ensuring agility and reliability, and supporting an excellent customer experience. Collaborates internally with relevant departments, aligning priorities to meet customer expectations.

What you´ll do

• Responsible for complex decision-making related to supply and stock management activities, without direct customer interaction, maintaining a customer-centric approach in stakeholder interactions.
• Manage stock levels across SBU, monitor material lifecycle, and coordinate with CSX, Supply Planning, MMD, and GBS+ to ensure availability and minimize costs. Handle shortages and emergencies, prioritizing based on customer segmentation and delivery rules. Support ad-hoc requests like batch prolongation and stock management.
• Contribute to understanding customer segments and needs by analyzing feedback, building trust by providing accurate supply and stock information, and ensuring a superior customer experience.
• Update CRM systems with relevant customer contact information, schedule follow-ups, and document interactions to support retention and business growth.
• Support customer service operations by resolving supply chain issues, identifying new business opportunities, and managing data effectively.
• Collaborate with internal teams via Service Cloud, aligning priorities to meet customer expectations and ensure delivery commitments.
• Assist in implementing customer experience initiatives, tools, and processes, including testing via CSX.
• Actively participate in reviewing and improving operational processes, generating ideas for continuous improvement.
• Manage personal workflow to meet productivity, quality, and timeliness standards, utilizing KPIs and performance reports.
• Use and provide feedback on customer service systems like SAP and Service Cloud to enhance efficiency and system functionality.
• Plan resources according to demand, participate in team meetings, and ensure business continuity and customer satisfaction.
• Adhere to company standards, SHE, and sustainability requirements.

What makes you a good fit

• Bachelor’s degree in business or related field
• 2-5 years of relevant experience in Customer Service or Supply Chain
• Strong responsibility and ownership in issue resolution
• Experience with order-to-cash processes, cloud solutions, or ERP systems
• Excellent organizational skills and customer focus
• Fluent in Japanese with excellent communication skills

Some perks of joining Henkel

• Flexible working hours, hybrid, and remote work options
• International growth opportunities
• Health and wellness programs
• Gender-neutral parental leave of at least 8 weeks
• Employee Share Plan with company matching
• Medical, dental, and eye care coverage
• Additional contributions to EPF
• Product discounts

At Henkel, we value diversity and inclusion. We welcome applications from all backgrounds, perspectives, and experiences. Join us and bring your unique self to our team!