Customer Service Support Specialist (North America)

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Flexible work hours

Hybrid work model

Work from anywhere up to 30 days/year

Global wellbeing programs

HMO healthcare coverage

Provident Fund

Group Life Insurance

Personal Accident Insurance

Job summary

Henkel Philippines is seeking a Customer Service Support Specialist to streamline order entry and tracking for North America, ensuring excellent customer experiences and partnerships.

You will collaborate on processes, work a night shift (9:00 PM to 6:00 AM), and participate in continuous improvement initiatives within a hybrid Ayala Avenue, Makati setup.

Qualifications

• Bachelor's Degree in Business Management/Administration is required.
• Minimum 1 year of related Industrial B2B experience preferred.
• Proficient in Microsoft Office; SAP is preferred.
• Strong English communication and administrative skills.

Responsibilities

• Handle North American CS ops including Blocked Order Processing, Order Entry, PO entry, order status and tracking.
• Communicate with customers via email to provide product/service information and order status.
• Maintain records of customer interactions and transactions, including inquiries, complaints and actions taken.
• Manage governance calls and process pulse checks with business partners.
• Provide operational/ad hoc support and collaborate on team projects.
• Perform Continuous Improvement tasks to enhance processes.

Skills

English proficiency

Team player

Detail-oriented

Administrative skills

Education

Bachelor's Degree in Business Management/Administration

Tools

SAP

Microsoft Office Suite

Power BI

Python

Job description

About this Position

As a Customer Service Support Specialist, you will play a crucial role to ensure smooth and efficient order entry processing, customer purchase order management, and order tracking, ultimately enhancing the overall customer experience. Your work directly impacts the company's mission by providing essential support to our customers and maintaining strong relationships with business partners. Within our dynamic and supportive team environment, you will have the opportunity to engage in team projects, receive guidance and mentorship, and contribute to a culture of continuous learning and development. Your role offers a balance between structured tasks and opportunities for creativity and innovation, making it an exciting and rewarding position for individuals who are passionate about delivering excellent customer service and driving process improvements. Join us in shaping the future of customer service excellence and making a meaningful impact within our organization.

What You´ll Do

• Execute day to day activities related to North American Customer Service operations in the area of HCB – Blocked Order Processing, Order Entry Processing, Customer Purchase Order Entry, Status of Order, and Order Tracking
• Confer with customers via email in order to provide information about products and services, tracking of orders, or to obtain details of inquiries
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Manage business partners through governance calls and tools/process pulse checks
• Provide operational/ad hoc tasks support and team project collaboration as needed
• Perform Continuous Improvement tasks that will improve overall process

What makes you a good fit

• Bachelor's Degree in Business Management/ Administration, but other relevant courses may still be considered
• Preferably with a minimum of one (1) year related work experience in an Industrial Business-to-Business (B2B) role; Background from a Shared Service or Multinational Working Environment is an advantage
• Knowledge in Microsoft Office (Outlook, Excel, Word, and PowerPoint) is required; SAP is highly preferred
• Having a background in Continuous Improvement (e.g. Lean Six Sigma) and in any of the following digital skills (VBA Macros, SAP scripting, Power BI, Python) is an advantage
• Excellent command of both spoken and written English; Must be a team player, detail-oriented, and have strong administrative skills
• Amenable to work on a night shift schedule (9:00 PM to 6:00 AM), report on a hybrid work set-up in Ayala Avenue, Makati), and following US Holidays
• Fresh graduates are welcome to apply

Some perks of joining Henkel

• A thriving career with the Top 15 Best Workplaces in the Philippines by Great Place to Work and the Top GBS Employer in the Philippines by the Everest Group for 4 consecutive years!
• 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
• HMO healthcare coverage plan
• Provident Fund
• Group Life and Personal Accident Insurance

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.