Global Customer Service Lead - Hybrid, Growth & Impact

Henkel; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

HMO healthcare coverage plan

Provident Fund

Employee Share Plan

Global wellbeing standards

Job summary

Henkel Philippines is seeking a Team Lead for Customer Service Support in Makati. You will lead a dynamic team, collaborate with Supply Chain and Operations, and ensure high-quality service delivery in a fast-paced, international environment.

The role requires SAP Order Entry expertise, strong Excel skills, and a focus on continuous process improvement. Hybrid work arrangement at Ayala Avenue, Makati, with mid-shift hours from 3:00 PM to 12:00 NN, reports to the regional stakeholders.

Qualifications

• Bachelor's degree required.
• Minimum of five (5) years' experience in SAP Order Entry; Proficiency in MS Excel; SAP knowledge in Order Entry.
• Must be detail oriented and customer-service oriented. People management skills.
• Proficiency in English verbal and written communication is needed.
• Amenable to work on mid-shift schedule (3:00 PM to 12:00 NN), and report on a hybrid work set-up in Ayala Avenue, Makati.

Responsibilities

• Lead and develop the Customer Service Support team, including hiring, performance management, succession planning, and fostering a strong, engaged team culture
• Act as key point of contact for stakeholders, driving alignment through regular regional calls, clear communication, and effective relationship management
• Oversee operational excellence by resolving day-to-day topics, monitoring performance, and ensuring adherence to quality standards, KPIs, and SLAs
• Drive continuous improvement and process optimization in collaboration with Supply Chain and Operations to increase efficiency and service quality
• Plan and manage team resources and structure to meet business demands, including absence management and workload balancing
• Lead and contribute to cross-functional projects, process transfers, and audits, ensuring smooth implementation and ongoing improvements
• Use data, feedback, and insights to identify improvement opportunities, communicate performance results, and implement actions that enhance team and business outcomes

Skills

People leadership

Customer service

English communication

Education

Bachelor's degree

Tools

SAP Order Entry

MS Excel

Job description

Henkel Philippines is seeking a Team Lead for Customer Service Support in Makati. You will lead a dynamic team, collaborate with Supply Chain and Operations, and ensure high-quality service delivery in a fast-paced, international environment.

The role requires SAP Order Entry expertise, strong Excel skills, and a focus on continuous process improvement. Hybrid work arrangement at Ayala Avenue, Makati, with mid-shift hours from 3:00 PM to 12:00 NN, reports to the regional stakeholders.