Customer Service Front Office Team Lead

Henkel; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work model

Work from anywhere (up to 30 days/year

Employee Share Plan with Henkel match

Job summary

Henkel is seeking a leader for its Customer Service Front Office in the United States to drive operational excellence and customer satisfaction. You will partner with customers, sales, and cross-functional teams to optimize order management and service processes, while guiding continuous improvement across the organization.

You will lead a multidisciplinary team, ensuring compliance with SHE standards, export controls, and global policies, and you will drive efficiency and growth through strong

Qualifications

• Bachelor’s or master’s degree in engineering or business administration.
• Advanced knowledge of export regulations and processes.
• Minimum 6 years of customer service experience, preferably in international settings with export management.
• Excellent English communication, both oral and written.
• Proficient in SAP CS transactions and reporting.
• Strong leadership and people development skills.

Responsibilities

• Lead CS Front Office team to meet operational requirements.
• Manage orders from creation to invoicing, including export docs and disputes.
• Ensure compliance with SHE and company standards.
• Drive efficiency and customer satisfaction through projects.
• Develop teams and talents within CS organization.

Skills

People leadership

Export regulations

SAP CS

English fluency

MS Office

Education

Bachelor’s or Master’s degree in Engineering or Business Administration

Tools

SAP CS

ERP systems

MS Excel

Job description

About this Position

This position offers the opportunity to lead customer service operations while driving operational excellence and customer satisfaction. You will collaborate closely with customers, sales teams, and cross‑functional stakeholders to ensure seamless order management, optimize service processes, and contribute to continuous improvement initiatives across the organization.

What you´ll do

• Manages the CS Front Office team to ensure all operational requirements are met
• Ensures all day‑to‑day customer related activities comply operational and current business standards
• Optimizes people, resources, and technologies within the team to ensure compliance with the business standards
• Evaluates and improves regional CS Front Office performance, providing recommendations to enhance organizational performance
• Manages orders from creation to invoicing, including customer negotiations, export documentation, invoice disputes and customer complaints
• Ensures customer service teams operate in compliance with SHE regulations
• Systematically develops teams and talent in respective Customer Service organisation
• Ensure customer and sales interaction of CS team and lead projects & initiatives to drive efficiency and customer satisfaction

What makes you a good fit

• Having a bachelor’s or master's degree in engineering, Business Administration or a related field
• Having Advanced Knowledge of Export Regulations and Process
• Minimum 6 years of experience in CS preferably within international organizations and experienced in export management
• Excellent oral and written communication skills in English with the ability to interact effectively with all levels of management
• Advance knowledge MS Office applications
• Fully conversant in SAP (or similar) CS related transactions & reporting functions
• Excellent team leadership, coaching and people development skills, good motivator
• Effective communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

Some perks of joining Henkel

• 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

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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.