Building on a strong legacy of more than 145 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.
Customer Service Specialist - Complex Order Mgmt
Apply for this role
Customer Service Specialist - Complex Order Mgmt
Apply for this role
About this position
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 47.000 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?
What you'll do
- Manage complex order request processes (sample, special equipment, others, not rule based), securing quality and reliability.
- Act as 1st level support/resolution for Global Business Solutions (GBS+) in case of exceptions arising from rule-based processes (i.e consignment stock reconciliation).
- Act as single point of contact, being responsible for complex decision related service delivery requests without direct customer interaction.
- Support the understanding of customer segments and needs by analyzing customer feedback (Voice of Customer).
- Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
- Act on complex decision service delivery, provide quality service to customers while identifying opportunities to secure business.
- Collaborate closely with internal partners (Customer Service Experience - CSX, Center of Excellence - COE, Global Business Solutions - GBS+, Supply Chain - 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.
- Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
- Contribute to identifying continuous improvement opportunities to enhance efficiencies, streamline workflows or improve 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.
What makes you a good fit
- Bachelor's degree preferred.
- 2-5 years of relevant experience.
- Order to cash process knowledge.
- Cloud based solutions (i.e. Service Cloud) / ERP systems (i.e. SAP, including ACE) / IT applications.
- Supply Chain understanding.
The salary for this role is $50,000.00 - $60,000.00. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.
Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral. At Henkel's request only, preferred vendors may be invited to refer talent for specific open positions. In these cases, a fully-executed agreement with Henkel must be in place and current.
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! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity and expression, and other legally protected characteristics. We welcome all applications.
JOB ID: 24071922
Job Locations: United States, MI, Madison Heights, MI
Contact information for application-related questions: talent.acquisition@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted.
Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application
Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
About Henkel
FAQ
I am interested in several jobs. Can I apply for multiple positions at the same time?
Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.
The job offer is written in English. Should I write my application in English as well?
Yes, please. As Henkel is an international company, you will be working with colleagues from all over the world, and English is our official company language. Generally, our recommendation is to please write the application in the same language as the job ad.
Do I get feedback during the application process about the state of my application?
Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.
Can employees move between business areas and/or to a different country?
Yes, in fact, it is our expectation that Henkel employees will want to grow and explore different career paths during their time with us. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and in two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
If I have questions regarding my application, who do I contact?
Our recruiting team will help you with all requests regarding your application. Contact the team here.