Adhesive Customer Service Experience Specialist (Fixed contract ~2027.12)

About this Position

Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Be the single point of contact for current and new Henkel customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs. Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).

What you´ll do

• Manage OTC and CSM activities, focusing on customer inquiries and interactions to ensure a high-quality customer service experience.
• Gather and share customer feedback, needs and expectations to strengthen customer relationships and improve customer satisfaction.
  
• Maintain accurate customer information and interaction records in the CRM system to support effective customer relationship management.
  
• Handle customer cases and inquiries in a timely manner while supporting customer retention and satisfaction.
  
• Collaborate with internal functions, including CSX, CoE, GBS+ and Supply Chain, to align priorities and deliver solutions that meet customer needs using Service Cloud.
  
• Support customer experience initiatives, tools and processes, providing differentiated service based on customer needs and segmentation.
  
• Utilize SAP, Service Cloud and related systems to manage customer activities efficiently and support continuous improvement.

What makes you a good fit

• Minimum of two (2) years work experience in multinational companies is preferred
  
• Experience in Customer Service, SAP, and Service Cloud is required
  
• Basic knowledge of Microsoft Office applications/ supply chain understanding is required
  
• Basic level of English communication skills is required

Some perks of joining Henkel

• Diverse national and international growth opportunities
  
• Global wellbeing standards with health and preventive care programs
  
• Support for Employee Contributions of National Health Insurance
  
• Support for Medical Check-up

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.