Job Description
At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 50000+ pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.
Dare to make an impact?
YOUR ROLE:
- Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset,
- Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound)
- Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions
- Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits
- Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction
- Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
- Support the implementation of organizational changes, processes, projects, pilots and regional best practices
- Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operational efficiencies & CX Prioritize own workflow,
- Ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance,
- Drive Customer engagement actions, Achieve POTC targets month on month identifying key actions against top RCAs.
- Order process corrections to drive POTC and reduce backlogs.
YOUR SKILLS:
- Minimum 5 years of work relevant work experience
- Any Graduate with additional certifications if any
- Planning and organizing customer focus recommend solutions
- Builds customer loyalty customer system operation
- Must have core experience in Customer service and front office, customer interactions, customer relationship, visits, on time solutions to customer queries, Order management etc.
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.
