Customer Service Representative
Job Summary (List Format):
- Serve as the single point of contact for Henkel customers, providing end-to-end customer service and ensuring a seamless customer journey.
- Deliver an exceptional Customer Service Experience (CSX) by adopting a customer-centric approach and maintaining a positive, professional demeanor.
- Manage customer-facing operations, including order-to-cash (OTC) processes and handling customer inquiries (inbound/outbound).
- Gather and enter customer data into CRM systems (e.g., Service Cloud, SAP) to support business development and retention activities.
- Report customer feedback and trends to drive continuous improvement and enhance customer satisfaction.
- Build strong customer relationships by addressing supply, commercial, and application inquiries, and conducting regular customer visits.
- Collaborate closely with internal departments (CSX, Center of Excellence, Global Business Solutions, Supply Chain) to align on priorities and meet customer expectations.
- Support the implementation of customer experience initiatives, tools, and processes tailored to different customer segments and service levels.
- Identify and suggest process improvements to enhance operational efficiency and streamline workflows.
- Prioritize and manage daily, weekly, and monthly activities to ensure productivity, quality, and timely completion of tasks.
- Utilize supporting IT applications (SAP, Service Cloud) to drive efficiencies and provide feedback for system enhancements.
- Ensure compliance with Henkel Corporate Standards and global sustainability requirements.
- Actively participate in team meetings to align on priorities and contribute to collective goals.
Qualifications:
- High School Diploma required.
- 2-5 years of experience in Customer Service, Supply Chain, or Sales.
- Experience with customer-facing operations and order-to-cash processes.
- Proficiency with cloud-based solutions, ERP systems, and IT applications.
- Understanding of supply chain processes.
- Serve as the single point of contact for Henkel customers, providing end-to-end customer service and ensuring a seamless customer journey.
- Deliver an exceptional Customer Service Experience (CSX) by adopting a customer-centric approach and maintaining a positive, professional demeanor.
- Manage customer-facing operations, including order-to-cash (OTC) processes and handling customer inquiries (inbound/outbound).
- Gather and enter customer data into CRM systems (e.g., Service Cloud, SAP) to support business development and retention activities.
- Report customer feedback and trends to drive continuous improvement and enhance customer satisfaction.
- Build strong customer relationships by addressing supply, commercial, and application inquiries, and conducting regular customer visits.
- Collaborate closely with internal departments (CSX, Center of Excellence, Global Business Solutions, Supply Chain) to align on priorities and meet customer expectations.
- Support the implementation of customer experience initiatives, tools, and processes tailored to different customer segments and service levels.
- Identify and suggest process improvements to enhance operational efficiency and streamline workflows.
- Prioritize and manage daily, weekly, and monthly activities to ensure productivity, quality, and timely completion of tasks.
- Utilize supporting IT applications (SAP, Service Cloud) to drive efficiencies and provide feedback for system enhancements.
- Ensure compliance with Henkel Corporate Standards and global sustainability requirements.
- Actively participate in team meetings to align on priorities and contribute to collective goals.
Qualifications:
- High School Diploma required.
- 2-5 years of experience in Customer Service, Supply Chain, or Sales.
- Experience with customer-facing operations and order-to-cash processes.
- Proficiency with cloud-based solutions, ERP systems, and IT applications.
- Understanding of supply chain processes.
Salary range
- $29 per hour