Specialist Customer Service Experience

Henkel; Westlake (OH); On-site; USD 65,000 - 74,000; Full time

Benefits offered by this job

Health Insurance

Work-Life Balance (hybrid policies)

401k & Bonus

Parental Leave & Family Support

Career Growth & Tuition Reimbursement

Job summary

Henkel in Ohio is seeking an experienced Customer Service/Account Management professional to support the order-to-cash lifecycle for assigned accounts. You will build relationships, coordinate with Sales, Supply Chain, and Logistics to resolve issues, and use SAP/Salesforce to manage orders and documentation.

The role emphasizes cross-functional collaboration, problem-solving, and a strong customer focus. French-speaking candidates are strongly preferred, with a full-time on-site position in

Qualifications

• 3-5 years experience in Customer Service, Account Management, Order Management, or related function.
• Preferred hands-on experience with SAP and Salesforce Service Cloud.
• Strong problem-solving, communication, and relationship-management skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and customer focus.
• Experience working cross-functionally with Sales, Supply Chain, Logistics, and other partners.
• French-speaking candidates strongly preferred.
• Bachelor's degree or equivalent professional experience preferred.

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 managing expectations.
• Coordinate with Sales, Supply Chain, Pricing, Logistics, and internal partners to resolve issues.
• Manage customer interactions and cases in Salesforce with timely follow-up and documentation.
• Use SAP to review and manage orders, inventory, pricing, and delivery commitments.
• Identify root causes, elevate when needed, and drive resolutions to improve customer experience.
• Capture customer feedback and identify opportunities for process improvements.

Skills

Customer Service

Account Management

Order Management

Supply Chain

Cross-functional Collaboration

Education

Bachelor's degree or equivalent

Tools

SAP

Salesforce Service Cloud

Job description

At Henkel, you’ll be part of an organization that’s shaping the future through innovation, sustainability and collaboration. With our trusted brands like Persil®, ‘all®, Loctite®, Snuggle®, and Schwarzkopf® and our cutting-edge technologies, you’ll have countless opportunities to explore new paths and grow.

This position is with our Adhesive Technologies business unit – where we empower our people to transform industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings.

Dare to learn new skills, advance in your career and make an impact at Henkel.

What you´ll do

• 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, elevate 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.

What makes you a good fit

• 3-5 years of experience in Customer Service, Account Management, Order Management, Supply Chain, or a related business function.
• Preferred hands‑on experience with SAP and Salesforce Service Cloud.
• Strong problem-solving, communication, and relationship‑management skills.
• Ability to manage multiple priorities in a fast‑paced environment while maintaining a high level of accuracy and customer focus.
• Experience working cross‑functionally with Sales, Supply Chain, Logistics, and other business partners.
• French‑speaking candidates strongly preferred.
• Bachelor's degree or equivalent professional experience preferred.

Some benefits of joining Henkel

• Health Insurance: affordable plans for medical, dental, vision and wellbeing starting on day 1
• Work-Life Balance: Paid time off inclusive of sick, vacation, holiday and volunteer time, flexible & hybrid work policies (depending on role), and vacation buy / sell program
• Financial: 401k matching, employee share plan with voluntary investment and Henkel matching shares, annual performance bonus, service awards and student loan reimbursement
• Family Support: 12‑week gender neutral parental leave (up to 20 weeks for parents giving birth), fertility support, adoption & surrogacy reimbursement, discounted child and elderly care, and scholarships
• Career Growth: diverse national and international growth opportunities, access to thousands of skills development courses, and tuition reimbursement

The salary range for this role is $65,000.00 and $74,000.00. This range represents the good‑faith minimum and maximum wages the Company reasonably expects to offer for this role at the time of posting. In addition to base salary, this position may be eligible for incentive pay or other forms of compensation, as applicable. The Company also offers a comprehensive benefits package as described above. Actual compensation will be based on factors such as the candidate’s skills, experience, education, training, and work location. This posting is intended to comply with all applicable state and local pay transparency laws.

Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral.

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. Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.