Customer Service Experience Specialist - Complex Order Management (Center of Excellence)

About this Position Accountable for the complex order request process within Henkels consumer division, ensuring quality, agility and reliability to enable business strategy, supporting an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What You´ll Do

• Manage intricate order processes, ensuring accuracy, availability, and transparency to meet customer needs
• Provide second-level support and resolve exceptions arising from rule-based processes (e.g., consignment stock reconciliation); Serve as the primary contact for complex order requirements, including samples and special equipment, using SAP
• Collect feedback and identify opportunities to enhance customer satisfaction; Maintain customer interaction data into the CRM system to facilitate call planning and data quality
• Manage order processing, resolve supply chain and customer issues, and provide data management; Collaborate closely with internal partners (CSX, CoE, GBS+, SC) via Service Cloud
• Support the implementation 1 of customer experience initiatives, tools, and processes, including testing; Review existing operations and generate ideas for continuous improvement in efficiency and customer experience
• Plan activities based on demand to ensure business continuity and enhance customer satisfaction; Maintain Henkel Corporate Standards, Global SHE, and Sustainability requirements
  
  

What makes you a good fit

• Bachelor’s degree in business or a related field
• Possesses at least 3-5 years of relevant working experience in Order Management / Order to Cash/ Customer Service/ Supply Chain
• 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.