Strategic Customer Experience & Accounts Specialist

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

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