Customer Experience Specialist (Korean speaking)

Henkel AG & Co. KGaA; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company seeks a Supply Chain Coordinator to manage stock levels and customer demands effectively. This role involves collaborating with internal teams to ensure efficiency, improving processes, and providing excellent customer service. Ideal candidates will have experience in supply chain operations and a strong understanding of customer insights.

Qualifications

• Experience in supply chain and customer service management.
• Ability to analyze customer feedback and trends.
• Proficiency in CRM systems like SAP.

Responsibilities

• Coordinate supply chain operations to align with customer needs.
• Analyze and provide customer insights to enhance service.
• Maintain data integrity in CRM to support business development.

Skills

Supply Chain Coordination

Customer Insights

Data Management

Process Improvement

Internal Collaboration

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, while minimizing costs. Manage stock across SBU in cases of shortages and force majeure, prioritizing based on customer segmentation, specific requirements, and delivery rules. Manage material lifecycle phases in collaboration with CSX, Supply Planning, MMD, and GBS+. Support ad-hoc requests.
2. Customer Insights: Contribute to understanding customer segments, trends, needs, and expectations by analyzing feedback. Build trust and relationships by providing relevant and accurate supply and stock information to the CSX team and customers, ensuring a superior customer experience and error-free management.
3. Customer Data Management: Enter relevant information into the CRM system after each customer contact, supporting effective retention and business development activities. Provide quality service by resolving supply chain or customer issues and managing data to identify opportunities for new business or retention.
4. Internal Collaboration: Collaborate closely with internal partners via Service Cloud, aligning priorities to meet customer expectations versus supply capabilities. Monitor and ensure delivery commitments, and support the implementation of customer experience initiatives, tools, and processes.
5. Process Improvement: Actively review operations within your scope and generate ideas for continuous improvement.
6. Systems Utilization: Use customer service systems like SAP and Service Cloud efficiently, providing feedback for system improvements.
7. Resource Planning: Plan resources according to demand to ensure business continuity, improve efficiencies, and enhance customer satisfaction. Participate in team meetings to align priorities, prioritize workflows, and use KPIs and performance reports to improve personal performance.
8. Compliance: Adhere to company standards, including SHE and sustainability requirements.