Customer Experience Specialist - Escalation Solution (Center of Excellence)

About this Position Accountable for critical supply escalation management to ensure an amazing customer experience, driving continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs. What you´ll do

• Take full accountability for managing critical supply escalations ensuring swift decision-making and customer satisfaction
• Resolve complex supply chain issues, providing expert advice and prioritizing cases based on customer needs and business policies
• Manage Delivery Condition Readiness (DELCON) and Corrective Action & Preventive Action (CAPA) review board, ensuring effectiveness
• Build strong relationships with key stakeholders, including customers, to facilitate effective communication and address concerns
• Analyse customer needs and contribute to CSX strategy development and implementation; Analyze customer feedback to identify trends and opportunities for improved satisfaction
• Maintain accurate CRM data and schedule follow-up actions for effective customer retention
• Provide quality customer service, resolving supply chain issues and managing relevant data
• Effectively utilize SAP and Service Cloud to drive efficiency and provide system improvement feedback
  
  

What makes you a good fit

• Bachelor’s degree in business or a related field
• Possess at least 3-5 years of relevant working experience in Customer Service or Supply Chain Management.
• Demonstrates a strong sense of responsibility and ownership for addressing any issues that arise
• Experienced In order to cash process and cloud-based solutions or ERP systems
• Excellent organizational skills with the ability to plan and execute tasks efficiently and excellent customer focus
• Excellent communication skills in English language
  
  

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid and work from anywhere policies
• Diverse national and international growth opportunities
• Globally 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
• Medical Coverage for employees and eligible dependents
• Additional EPF Contribution
• Dental, Health and Eye Screening etc for employees and eligible dependents
• Discounts on company products
  
  

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 welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.