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Customer Experience Specialist

_About_** **_this_** **_position_

At Henkel, you’ll be part of an organization that’s shaping the future through innovation, sustainability and collaboration. With our trusted brands like Persil®, ‘all®, Loctite®, Snuggle®, and Schwarzkopf® and our cutting-edge technologies, you’ll have countless opportunities to explore new paths and grow.

This position is with our Adhesive Technologies business unit – where we empower our people to transform industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings.

Dare to learn new skills, advance in your career and make an impact at Henkel.

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).

+ 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.

+ 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.

+ 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.

+ 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.

+ 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.

+ 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.

+ 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.

+ Utilize customer service supporting systems and tools (SAP & Sales Force/Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).

+ 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.

+ Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.

What makes you a good fit

+ Education

+ Minimal education required for the position: HS Diploma required, Bachelor's Degree preferred

+ Minimal work experience required: 2-5 years of experience in Customer Service / Supply Chain / Sales

+ Previous experience (recommended)

+ Customer facing operations (i.e. Customer Service, Sales) in manufacturing

+ Order to cash process knowledge

+ Cloud based solutions (i.e. Service Cloud) / ERP systems (i.e. SAP) / IT applications

+ Supply Chain understanding

Some benefits of joining Henkel

+ **Health Insurance:** affordable plans for medical, dental, vision and wellbeing starting on day 1

+ **Work-Life Balance:** Paid time off including sick, vacation, holiday and volunteer time, flexible & hybrid work policies (depending on role), and vacation buy / sell program

+ **Financial:** 401k matching, employee share plan with voluntary investment and Henkel matching shares, annual performance bonus, service awards and student loan reimbursement

+ **Family Support:** 12-week gender neutral parental leave (up to 20 weeks for parents giving birth), fertility support, adoption & surrogacy reimbursement, discounted child and elderly care, and scholarships

+ **Career Growth:** diverse national and international growth opportunities, access to thousands of skills development courses, and tuition reimbursement

The salary for this role is $60,000.00 - $65,000.00. 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.

Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

**JOB ID:** 25079630

**Job Locations:** United States, NJ, Bridgewater, NJ

**Contact information for application-related questions:** [email protected]

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 accounthere (https://henkel.csod.com/ats/careersite/login.aspx?c=henkel&site=1&lang=en-US&returnurl=~/ux/ats/careersite/1/home/requisition/71796?c=henkel&lang=en-US) to check the status of your application. In case of new account creation, please use your email address that you applied with.

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How is work at Henkel