Customer Service Experience Specialist— Malaysia, Petaling Jaya, Adhesive Technologies

Henkel Ltda; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work scheme with hybrid model

Global wellbeing standards

Employee share plan

Job summary

Henkel Malaysia is seeking a dedicated Customer Service professional to be the single point of contact for customers in Petaling Jaya. You will manage end-to-end customer interactions, support Order-to-Cash processes, and collaborate with internal teams to enhance satisfaction and retention.

Ideal candidates have 2–5 years in customer service or supply chain within MNCs or manufacturing sectors, and a bachelor’s degree.

Qualifications

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

Responsibilities

• Own customer-facing activities and act as single point of contact for customers.
• Run Order-to-Cash and Customer-Service-Mgt with focus on interaction.
• Capture Voice of Customer feedback to drive improvements and retention.

Skills

Customer service

Supply chain

Sales support

Education

Bachelor’s degree

Tools

SAP

Service Cloud

Job description

Adhesive Technologies General Services Malaysia, Petaling Jaya, Selangor Full Time Regular

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

What you´ll do

• 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.

What makes you a good fit

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

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

Job Locations: Malaysia, Selangor, Petaling Jaya

Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application