Customer Experience Specialist (Japanese speaking)

Henkel AG & Co. KGaA; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Supply Chain Specialist to enhance customer experience through effective stock management and collaboration with internal teams. In this role, you will be responsible for ensuring the availability of products while minimizing costs and managing complex supply chain decisions. Your ability to analyze customer feedback and trends will help improve service delivery and foster trust. Join a dynamic team that values continuous improvement and operational excellence, where your contributions will directly impact customer satisfaction and business success.

Qualifications

• Experience in supply chain management with a focus on customer service.
• Strong analytical skills to understand customer trends and expectations.

Responsibilities

• Manage supply and stock shortages, ensuring customer satisfaction.
• Collaborate with internal teams to align priorities and monitor delivery.

Skills

Supply Chain Management

Customer Service

Data Management

Collaboration

Continuous Improvement

Time Management

Education

Bachelor's Degree in Supply Chain Management or related field

Tools

SAP

Service Cloud

Job description

About this Position

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

What you'll do

1. Supply and Stock Management: Responsible for complex decision-making related to supply and stock management activities without direct customer interaction. Maintain a customer-centric mindset in daily interactions with stakeholders, setting and meeting expectations to ensure a stress-free experience while maintaining professionalism.
2. Stock Management: Coordinate and prioritize customer needs against Supply Chain capabilities. Monitor stock levels, including material lifecycle, to ensure availability for customer and intercompany orders, minimizing costs. Manage stock across SBU in cases of shortages or force majeure, prioritizing based on customer segmentation, requirements, and delivery rules. Collaborate with CSX, Supply Planning, MMD, and GBS+ on material lifecycle phases. Support ad-hoc requests such as batch prolongation and mature stock management.
3. Voice of Customer: Help understand customer segments, trends, and expectations by analyzing feedback. Build trust by providing accurate supply and stock information to CSX and offering tailored customer solutions for superior experience.
4. CRM Data Management: Record relevant customer contact information and interactions in the CRM system, ensuring data quality for retention and development activities. Schedule follow-ups as needed.
5. Customer Service Operations: Support indirect customer service efforts by resolving supply chain issues and managing data to identify opportunities for new business and retention.
6. Collaboration: Work closely with internal partners such as CSX, CoE, Supply Chain, Sales, MMD, Business Planning, PTM, and GBS+ via Service Cloud. Align priorities to meet customer expectations and monitor delivery commitments.
7. Customer Experience Initiatives: Assist in implementing customer experience strategies, tools, and processes, including testing via CSX.
8. Continuous Improvement: Regularly review operations and suggest improvements to enhance efficiency and effectiveness.
9. Performance Management: Manage workload to meet standards of productivity, quality, and timeliness. Use KPIs and reports to enhance personal performance.
10. Supporting Systems: Use SAP and Service Cloud efficiently, providing feedback for system improvements.
11. Time Management & Planning: Organize resources to meet demand, ensure business continuity, and participate in team meetings to align priorities.
12. Compliance: Adhere to corporate standards, SHE, and sustainability requirements.