Customer Experience Specialist (Center of Excellence)

Henkel AG & Co. KGaA; Shah Alam; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Supply Chain Coordinator to enhance customer experience through effective stock management and collaboration with internal teams. This role involves orchestrating customer needs against supply capabilities, analyzing feedback to build trust, and utilizing customer service tools to drive efficiencies. The ideal candidate will thrive in a fast-paced environment, contributing to continuous improvement initiatives while ensuring timely delivery and satisfaction. If you are passionate about supply chain excellence and customer service, this opportunity is perfect for you.

Qualifications

• Strong understanding of supply chain processes and customer needs.
• Ability to analyze customer feedback and trends effectively.

Responsibilities

• Manage stock levels and prioritize customer needs against supply capabilities.
• Collaborate with internal teams to ensure superior customer experience.

Skills

Supply Chain Management

Customer Relationship Management

Data Analysis

Problem Solving

Communication Skills

Education

Bachelor's Degree in Business or Supply Chain

Tools

SAP

Service Cloud

Job description

About this Position: Accountable for securing supply & stock shortages management, ensuring agility and reliability, supporting an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you´ll do

1. Orchestrate and prioritize customer needs vs. Supply Chain capabilities, monitoring stock levels to secure availabilities to fulfill outstanding customer and intercompany orders, while minimizing costs. Manage stock (cross SBU) in case of shortages and force majeures, prioritizing cases based on customer segmentation, customer specific requirements & delivery priority rules. Manage material lifecycle phase in/out in collaboration with CSX, Supply Planning, Material Master Data (MMD) and GBS+. Support ad-hoc requests.
2. Contribute to the understanding of customer segments, trends, needs, and expectations by analyzing customer feedback (internal/external). Build customer’s trust & relationship by providing relevant & accurate supply and stock information to CSX team and specific customer solutions to ensure superior customer experience and error-free management.
3. Enter relevant information into the customer relationship management system after each contact with relevant team responsible to solve a customer request or issue and to ensure that the organization has quality data to enable effective customer retention and business development activities. Provide a quality service to customers indirectly, supporting the identification of opportunities to secure new business or support retention. Responsibilities may include resolving supply chain/customer issues and/or providing/managing data.
4. Close collaboration with internal partners/functions, 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. Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
5. Contribute actively to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
6. Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
7. Plan own resources according to demand to ensure business continuity, enhance efficiencies, and improve customer satisfaction. Actively participate in regular team meetings to align priorities; 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.
8. Comply with company's Corporate Standards, Global SHE, and Sustainability requirements.