Specialist Customer Service Experience

About this Position 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 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 Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups 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 operation efficiencies and customer experience Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction #J-18808-Ljbffr Henkel AG & Co. KGaA