Customer Service Experience Specialist

Henkel; Petaling Jaya; Hybrid; MYR 56,000 - 89,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work

Global growth opportunities

Wellbeing programs

Parental leave

Employee share plan

Medical coverage

Dental, eye screening

Product discounts

EPF contribution

Job summary

Henkel is seeking a Customer Service Expert to own the end-to-end customer journey for its client base in Malaysia. You will act as the single point of contact, manage OTC and CSM activities, and support the Voice of Customer initiatives while collaborating with CSX, CoE, GBS+, and Supply Chain teams.

The role emphasizes customer experience, data accuracy in the CRM, and continuous improvement to drive retention and new business opportunities.

Qualifications

• Bachelor’s degree or above.
• 2-5 years of experience in Customer Service / Supply Chain / Sales.
• Experience in MNC / industrial / manufacturing environments (e.g., Chemical, Electronics, Semiconductor, FMCG B2B).

Responsibilities

• Act as a single point of contact for customers and manage end-to-end customer journey.
• Run Order-to-Cash (OTC) and Customer-Service-Mgt (CSM) with a focus on customer interactions.
• Contribute Voice of Customer insights by reporting on client interactions and collecting feedback.
• Enter CRM data after each contact to build call plans and drive customer retention.
• Collaborate with internal partners (CSX, CoE, GBS+, Supply Chain) to meet expectations.
• Support customer experience initiatives and differentiate service by segmentation and SLAs.
• Plan daily/weekly/monthly activities to ensure productivity and KPI achievement.

Skills

Customer service

Supply chain

Sales

CRM

Education

Bachelor’s degree

Tools

Service Cloud

SAP

Job description

About this Position

Deliver an amazing Customer ServiceExperience (CSX) by being fully accountable for the end-to-end customer journey,collecting feedback to drive continuous improvement. Be the single point ofcontact for current and new Henkel customers while interacting andcollaborating internally with relevant departments to meet customerexpectations and needs.

What you´ll do

• Accountable for customer facingactivities / customer experience, acting as a single point of contact forcustomers, adopting customer centricity mindset within day-to-day interactions(set and meet expectations, stress-free experience, maintain a positive &professional demeanor).
• Run Order-to-Cash (OTC)& Customer-Service-Mgt (CSM), focusing mainly on customer interactionrelated activities (in/outbound).
• Voice of Customer: Contributeto the understanding of customer segments, trends needs, and expectations byreporting and providing feedback on client interactions. Build customer’s trust& relationship by supporting in supply, commercial & applicationenquiries, collecting feedback and identifying opportunities to drive customersatisfaction, including regular visits.
• Customer RelationshipManagement (CRM) Data: Enter relevant information into the customerrelationship management system after each contact with a customer to create acall plan and to ensure that the organization has quality data to enableeffective customer retention and business development activities. Schedulefollow-up actions.
• Customer Service ExperienceOperations: Provide a quality service to customers while identifyingopportunities to secure new business or support retention via customerinteraction. Responsibilities may include handling customer cases and dealingwith complex queries to minimize disruption & downtime.
• Collaboration: Closecollaboration with internal partners/functions (CSX, Center of Excellence/CoE, GlobalBusiness Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging andaligning priorities to meet customer expectations and needs vs. Supply Chaincapabilities; monitor and ensure delivery of other functions commitments.
• Customer ExperienceImplementation: Support the implementation of differentiating customerexperience initiatives, tools and processes, including customer experiencetesting. Differentiate service per customer according to Customer Segmentation,Service Levels, and customer satisfaction level.
• Continuous Improvement: Contributeto reviewing existing operations in own area of work and generate new ideas toassist in identifying continuous improvements to enhance operationalefficiencies, streamline workflows or improve customer’s experience.
• Performance Management: Prioritizeown workflow and ensure work is completed to the required standards ofproductivity, quality and timeliness; use KPI’s, performance management systemsand reports to improve personal performance.
• Supporting Systems: Utilizecustomer service supporting systems and tools (SAP & Service Cloud), drivingefficiencies and providing feedback to contribute to systems improvement(internal & external use).
• Time Management &Activities Planning: Plan own activities on a daily, weekly and monthlybasis to ensure business continuity, enhance efficiencies and improve customersatisfaction. Actively participate in team meetings to align priorities.
• Compliance: Comply withHenkel Corporate Standards, Global SHE and Sustainability requirements.

What makes you a good fit

• Bachelor’sdegree or above.
• Minimal work experience requiredin years: 2-5 years of experience in Customer Service / Supply Chain / Sales.
• Background in MNC / industrial /manufacturing environments (e.g., Chemical, Electronics, Semiconductor, FMCGB2B).

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global 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 Contribution
• Dental, Health and Eye Screening etc for employees and eligible dependents
• Discounts on company products

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.