Customer Service Specialist - Complex Order Mgmt

YOUR ROLE

• 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. 

YOUR SKILLS

• 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.