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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

+ Deliver a world-class Customer Service Experience by owning the end-to-end journey for your customers. You’ll be their single point of contact, managing everything from orders to inquiries with a focus on building trust, ensuring satisfaction, and driving continuous improvement.

+ Key Responsibilities:

+ Serve as the primary contact for Henkel customers—setting expectations, resolving issues, and delivering a seamless experience.

+ Manage all customer-facing aspects of the Order-to-Cash process and Service Cloud cases.

+ Capture and update customer interactions in CRM, ensuring high-quality data and follow-up.

+ Collaborate with internal teams (Supply Chain, GBS+, CoE) to align priorities and meet customer needs.

+ Support customer experience initiatives and tailor service based on customer segmentation.

+ Drive continuous improvement by identifying pain points and streamlining processes.

+ Use KPIs and tools (SAP, Service Cloud) to stay on track and improve performance.

+ Plan and prioritize daily tasks to maintain high service levels and business continuity.

+ Ensure compliance with Henkel standards and sustainability goals.

What makes you a good fit

+ Passion for creating great customer experiences.

+ Strong communication and time management skills.

+ Ability to multitask, prioritize, and work cross-functionally.

+ Experience with SAP, Salesforce, or other CRM systems a plus.

+ EDI experience required.

+ A college degree preferred; minimum high school diploma/GED required

+ 3 to 5 years in a customer relations account management role

+ Experience in customer service having demonstrated a commitment to customer loyalty, advocacy, engagement, and retention.

+ At Henkel, you’ll be part of a global team that’s shaping the future of customer experience. If you’re a problem-solver who thrives in a fast-paced environment, we want to hear from you.

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- $63,000.00. 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:** 25080417

**Job Locations:** United States, OH, Westlake, OH

**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/72310?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