Manager Customer Service Experience Center of Excellence

HENKEL (MALAYSIA) SDN. BHD.; Selangor; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work scheme

Hybrid work model

Health and wellbeing programs

Employee share plan

Medical coverage

Dental, Health and Eye Screening

Discounts on company products

Job summary

Henkel (MALAYSIA) SDN. BHD. is seeking a Manager for Customer Service Experience Center of Excellence in Malaysia.

You will lead and develop the CSX team to meet service and performance targets while managing critical supply escalations and driving timely resolutions. Building strong relationships with customers and stakeholders is essential to success. You will monitor KPIs, dashboards, and CRM performance, lead DELCON/CAPA reviews, and drive customer-centric initiatives and continuous

Qualifications

• Bachelor's degree in Supply Chain, Business, Engineering, or related field.
• Experience in Customer Service, Customer Supply Chain, Order Management, Logistics, or Supply Chain Operations.
• Proven people management and stakeholder management experience.
• Strong problem-solving and escalation management skills.
• Comfortable working in a fast-paced, customer-facing environment.
• Experience with KPI management, CRM, SAP/ERP systems is an advantage.
• Lean Six Sigma or Continuous Improvement certification is a plus.
• Collaborate with Supply Chain, Planning, Logistics, and Customer Service teams.

Responsibilities

• Lead and develop the CSX team to achieve service and performance targets.
• Manage critical supply escalations and drive timely resolution.
• Build strong relationships with customers and key stakeholders.
• Monitor KPIs, dashboards, and CRM performance.
• Lead DELCON and CAPA review processes.
• Drive customer-centric initiatives and continuous improvement projects.

Skills

People management

Stakeholder management

Problem solving

Escalation management

Customer-facing

Education

Bachelor's degree in related field

Tools

CRM systems

SAP/ERP systems

Job description

Manager Customer Service Experience Center of Excellence

• Lead and develop the CSX team to achieve service and performance targets.
• Manage critical supply escalations and drive timely resolution.
• Build strong relationships with customers and key stakeholders.
• Monitor KPIs, dashboards, and CRM performance.
• Lead DELCON and CAPA review processes.
• Drive customer-centric initiatives and continuous improvement projects.

What makes you a good fit

• Bachelor's Degree in Supply Chain, Business, Engineering, or related field.
• Experience in Customer Service, Customer Supply Chain, Order Management, Logistics, or Supply Chain Operations.
• Proven people management and stakeholder management experience.
• Strong problem-solving and escalation management skills.
• Comfortable working in a fast-paced, customer-facing environment.
• Experience with KPI management, CRM, SAP/ERP systems is an advantage.
• Lean Six Sigma or Continuous Improvement certification is a plus.
• Collaborate with Supply Chain, Planning, Logistics, and Customer Service teams.

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.

JOB ID:26101145

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