Customer Service Experience Specialist

HENKEL (MALAYSIA) SDN. BHD.; Selangor; On-site; MYR 33,000 - 67,000; Full time

Job summary

Henkel Malaysia is seeking a customer experience professional to act as the single point of contact for customers, delivering a stress-free, professional experience and maintaining trustful relationships. You will drive tasks across order-to-cash, customer service management, and after-contact follow-ups to meet expectations.

Key duties include coordinating with internal teams (CSX, CoE, GBS+, Supply Chain), recording CRM data after every contact, handling complex queries, and supporting

Responsibilities

• Act as a single point of contact for customers, delivering a stress-free and professional experience.
• Run Order-to-Cash (OTC) and Customer-Service-Mgt (CSM), focusing on customer interaction activities.
• Capture and report Voice of Customer insights to improve customer satisfaction and retention.
• Enter CRM data after each interaction to enable accurate call planning and data quality.
• Provide quality service while addressing complex queries to minimize disruption.
• Collaborate with internal partners (CSX, CoE, GBS+, Supply Chain) to align priorities.
• Support customer experience initiatives, tools and processes, and differentiation by segmentation and service levels.
• Identify opportunities for continuous improvement to enhance efficiency and customer experience.
• Prioritize workload and monitor KPIs to improve performance.
• Utilize SAP and Service Cloud or similar systems and contribute to system improvements.
• Plan daily/weekly/monthly activities to ensure business continuity and customer satisfaction.
• Comply with Henkel corporate standards, SHE and sustainability requirements.

Job description

• Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, 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 interaction related activities (in/outbound).
• Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime.
• Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows or improve customer’s experience.
• Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use KPI’s, performance management systems and reports to improve personal performance.
• Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Time Management & Activities Planning: Plan own activities on a daily, weekly and monthly basis to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in team meetings to align priorities.
• Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.