Customer Service Experience Specialist— Malaysia, Petaling Jaya, Adhesive Technologies

Job description

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. What you´ll do 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). Run Order-to-Cash (OTC) & Customer-Service-Mgt (CSM), focusing mainly on customer interaction related activities (in/outbound). Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits. Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions. Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime. Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments. Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level. Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows or improve customer’s experience. Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use KPI’s, performance management systems and reports to improve personal performance. Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use). Time Management & Activities Planning: Plan own activities on a daily, weekly and monthly basis to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in team meetings to align priorities. Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements. What makes you a good fit Bachelor’s degree or above. Minimal work experience required in years: 2-5 years of experience in Customer Service / Supply Chain / Sales. Background in MNC / industrial / manufacturing environments (e.g., Chemical, Electronics, Semiconductor, FMCG B2B). Some perks of joining Henkel Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year Diverse national and international growth opportunities Global wellbeing standards with health and preventive care programs Gender-neutral parental leave for a minimum of 8 weeks Employee Share Plan with voluntary investment and Henkel matching shares Medical Coverage for employees and eligible dependents Additional EPF Contribution Dental, Health and Eye Screening etc for employees and eligible dependents Discounts on company products 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. JOB ID: 26102137 Job Locations: Malaysia, Selangor, Petaling Jaya Contact information for application-related questions: talent.seaanz@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. Activate external content When clicking the button below external content will be loaded which involves transfer of personal data (e.g. IP address) to external servers. This may involve that cookies are set by the external content provider. Please see Data Protection Statement for further information. Accept for all YouTube content Deactivate loading external content from YouTube. Deactivate loading external content from YouTube. How is work at Henkel About Henkel Building on a strong legacy of almost 150 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. Activate external content When clicking the button below external content will be loaded which involves transfer of personal data (e.g. IP address) to external servers. This may involve that cookies are set by the external content provider. Please see Data Protection Statement for further information. Accept for all YouTube content Deactivate loading external content from YouTube. Deactivate loading external content from YouTube. This is 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, the ‘rule’ is: 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 an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level. Our “Triple Two” philosophy promotes this expectation, by allowi