Customer Service Experience Specialist

Henkel; Petaling Jaya; On-site; MYR 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Global growth opportunities

Health coverage

Parental leave

Employee share plan

Dental & vision coverage

Wellbeing programs

Job summary

Henkel in Malaysia’s Petaling Jaya seeks an engaged Customer Service professional to own the end-to-end customer journey and be the primary contact for customers. You will coordinate with CSX, CoE, GBS+, and Supply Chain to ensure timely responses and high satisfaction.

Role emphasizes OTC/CSM execution, CRM data quality in Service Cloud, and continuous improvement of customer experiences while maintaining a positive, proactive service attitude.

Qualifications

• Bachelor’s degree or above.
• 2–5 years in Customer Service / Supply Chain / Sales.
• Experience in MNC/manufacturing environments (chemicals/electronics/semiconductors).

Responsibilities

• Be single point of contact for Henkel customers and manage end-to-end CX.
• Run OTC and CS/Mgmt with outbound/inbound activities.
• Capture feedback and report Voice of Customer to improve service.
• Maintain CRM data in Service Cloud and schedule follow-ups.
• Collaborate with CSX, CoE, GBS+, and Supply Chain to align priorities.
• Support process improvements and customer experience initiatives.

Skills

Customer service

CRM management

SLA adherence

Education

Bachelor's degree

Tools

SAP

Service Cloud

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