Customer Service Account Specialist

Lancesoft; Bridgewater Township (NJ); Hybrid; USD 34,000 - 40,000; Full time

Job summary

Henkel in Bridgewater, NJ is seeking a Customer Service Account Specialist for a 12-month contract with a hybrid schedule (Office 2-3 days; remote balance). The role focuses on delivering an exceptional CSX by owning the end-to-end customer journey for Henkel customers.

You will collaborate across CSX, Supply Chain and Sales, act as the single point of contact, use Service Cloud and SAP for CRM data, and drive improvements in customer experience and retention.

Qualifications

• High School Diploma is required.
• 2–5 years of experience in Customer Service / Supply Chain / Sales customer-facing roles.
• Experience with CRM, Service Cloud and SAP preferred.

Responsibilities

• Own the end-to-end customer journey and act as the single point of contact for customers.
• Collaborate with internal partners to meet customer expectations and needs.
• Manage OTC and Customer Service activities, including inbound/outbound interactions.
• Enter customer data into CRM systems and maintain data quality for retention and growth.
• Support continuous improvement of customer experience and service delivery.

Skills

Customer service

Communication

Collaboration

Problem solving

Education

High School Diploma

Tools

Service Cloud

SAP

ERP systems

Job description

Job Title: Customer Service Account Specialist

Location: Bridgewater, NJ

Duration: 12 Months

Pay Range: $25-$29/hr on W2

Schedule: Hybrid -Office 2-3 Days Balance Remote (8:30 AM -5 PM EST)

Job Description

Spanish or French speaking a plus

Qualifications

Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Be the single point of contact for current and new Henkel customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.

Minimal education required for the position:

High School Diploma

Minimal work experience required in years:

2-5 years of experience in Customer Service / Supply Chain / Sales Customer facing operations (i.E. Customer Service, Sales) Order to cash process knowledge Cloud based solutions (i.E. Service Cloud) / ERP systems (i.E. SAP) / IT applications Supply Chain understanding

Responsibilities

Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor). Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound) Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits. Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions. Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime. Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), 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. Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level. Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows or improve customer's experience. Performance Management: 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. Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use). Time Management & Activities Planning: Plan own activities on a daily, weekly and monthly basis to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in team meetings to align priorities. Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements