Customer Experience Specialist - Order-to-Cash & Resolution

Henkel Corporation; Westlake (OH); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

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Job summary

Henkel Corporation in Westlake, OH, is seeking a dedicated professional to manage the order-to-cash lifecycle for assigned accounts within the Adhesive Technologies unit. You will serve as the customer advocate, build strong relationships, and coordinate with Sales, Supply Chain, Pricing, Logistics, and internal teams to resolve issues and ensure accurate documentation in Salesforce.

The role requires proficient use of SAP for order review, inventory checks, pricing, and delivery commitments,

Responsibilities

• Serve as the primary point of contact and customer advocate for assigned accounts throughout the order-to-cash lifecycle.
• Build strong customer relationships through proactive communication, issue resolution, and management of customer expectations.
• Coordinate with Sales, Supply Chain, Pricing, Logistics, and other internal partners to resolve order, supply, pricing, and service-related issues.
• Manage customer interactions, cases, and account activities in Salesforce while ensuring timely follow-up and accurate documentation.
• Use SAP to review and manage customer orders, inventory availability, pricing, shipment status, and delivery commitments.
• Identify root causes of customer issues, escape when necessary, and drive resolution to improve the overall customer experience.
• Capture customer feedback and identify opportunities for process improvements, efficiency gains, and enhanced service delivery.

Job description

Henkel Corporation in Westlake, OH, is seeking a dedicated professional to manage the order-to-cash lifecycle for assigned accounts within the Adhesive Technologies unit. You will serve as the customer advocate, build strong relationships, and coordinate with Sales, Supply Chain, Pricing, Logistics, and internal teams to resolve issues and ensure accurate documentation in Salesforce.

The role requires proficient use of SAP for order review, inventory checks, pricing, and delivery commitments,