Team Lead Customer Service Support

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

About this Position

As a Team Lead Customer Service Support, you play a key role in ensuring a seamless and high-quality customer experience by leading a team at the heart of our operations. This position bridges daily service delivery with strategic collaboration-working closely with Supply Chain, Operations, and regional stakeholders to resolve operational challenges, improve processes, and consistently meet performance targets. Your leadership directly impacts service quality, efficiency, and the strength of our business relationships. You will lead a dynamic, service-driven team in a fast-paced, international environment where collaboration, accountability, and continuous improvement are essential. Beyond managing day-to-day operations, you will shape team development, foster engagement, and create a culture of open communication and performance ownership. This role offers the opportunity to influence cross-functional projects, drive meaningful improvements, and build a resilient, high-performing team that supports both current needs and future

What you´ll do

• 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

What makes you a good fit

• Bachelor's Degree in any field
• Minimum of five (5) years' experience in handling SAP Order Entry Process Proficiency in MS Excel is required; SAP knowledge in Order Entry is required
• 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

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.