Customer Experience Specialist (Korean speaking)

Henkel; Kuala Lumpur; Hybrid; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic individual to manage supply chain coordination and enhance customer experience. This role involves orchestrating customer needs, analyzing feedback, and ensuring data quality while collaborating with internal teams. With a focus on continuous improvement and resource planning, you will play a pivotal role in delivering exceptional service. The company offers flexible work schemes, international growth opportunities, and comprehensive health benefits, making it an exciting opportunity for those looking to make a meaningful impact in a collaborative environment.

Benefits

Flexible work schemes including hybrid and remote 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 vision coverage

EPF contributions

Employee discounts

Qualifications

• 2-5 years of relevant experience in Customer Service or Supply Chain.
• Strong sense of responsibility and ownership.

Responsibilities

• Orchestrate customer needs versus Supply Chain capabilities.
• Analyze customer feedback to enhance experience and reduce errors.

Skills

Customer Service

Supply Chain Management

Data Management

Communication Skills

Organizational 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. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you´ll do

1. Supply Chain Coordination: Orchestrate and prioritize customer needs versus Supply Chain capabilities, monitor stock levels to ensure availability for fulfilling customer and intercompany orders, and minimize costs. Manage stock across SBU in cases of shortages and force majeures, prioritizing based on customer segmentation, specific requirements, and delivery rules. Support material lifecycle management in collaboration with CSX, Supply Planning, MMD, and GBS+. Assist with ad-hoc requests.
2. Customer Insights & Relationship Building: Analyze customer feedback to understand segments, trends, needs, and expectations. Build trust and relationships by providing accurate supply and stock information to the CSX team and customer solutions to enhance customer experience and reduce errors.
3. Data Management & Service Quality: Record relevant information in the CRM system after each customer contact to support quality data for retention and business development. Provide high-quality indirect customer service, support opportunity identification, and resolve supply chain or customer issues.
4. Internal Collaboration & Customer Experience: Work closely with internal partners via Service Cloud, aligning priorities to meet customer expectations versus supply capabilities. Monitor and ensure delivery commitments, support customer experience initiatives, tools, and testing.
5. Continuous Improvement & System Utilization: Review current operations, propose improvements, and utilize customer service systems (SAP & Service Cloud) to enhance efficiencies and contribute to system enhancements.
6. Resource Planning & Performance: Plan resources according to demand to ensure continuity, efficiency, and satisfaction. Participate in team meetings, prioritize tasks, and use KPIs and reports to improve personal performance.
7. Compliance: 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 sense of responsibility and ownership
• Experience with order-to-cash processes and ERP/cloud solutions
• Excellent organizational and customer focus skills
• Excellent communication skills in Korean

Some perks of joining Henkel

• Flexible work schemes including hybrid and remote 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 vision coverage
• Additional benefits such as EPF contributions and employee discounts

At Henkel, we value diverse backgrounds and perspectives. Join us and bring your unique self! We welcome applications from all genders, origins, cultures, religions, sexual orientations, disabilities, and generations.