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.
Lead Customer Service Front Office IN
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About this Position
The key purpose of the role is to assure the highest Customer Service (CS) and order-to-cash (OTC) process quality and coordinate a sub-team of CS Agents within the CS Department.
The Team Lead is responsible to coordinate and manage the CS agents, provide recommendations and outcomes that will enhance performance of their share improvement ideas and monitor SLAs and KPIs with the A Country Customer Service Manager. In addition to their CS Front Office responsibilities, they support and collaborate with CS Support Office Manager, Team Lead(s) and agents(s) in the CS Support Office
What you´ll do
- Lead and develop the Customer Service team to deliver business objectives, customer satisfaction, and operational excellence.
- Monitor customer service KPIs and SLAs, identify gaps, and drive continuous improvement initiatives.
- Ensure adherence to customer service processes, policies, and strategic priorities.
- Implement new procedures and support cross-functional customer service projects.
- Coordinate team activities, workload planning, and employee development initiatives.
- Act as the primary point of contact for customer and sales inquiries, escalations, and issue resolution.
- Manage customer requests, complaints, and service cases through Service Cloud ticketing system.
- Build strong relationships with customers and sales teams through effective communication and collaboration.
- Participate in customer and sales review meetings to discuss performance metrics and improvement opportunities.
- Support Order-to-Cash (OTC) processes and customer-impacting sales activities.
- Oversee end-to-end order management, including order validation, EDI/eShop orders, ATP checks, stock allocation, and delivery monitoring.
- Ensure proactive communication on order status, delivery issues, and supply-related challenges.
- Manage customer claims and complaints, ensuring accurate documentation, analysis, follow-up, and resolution.
- Support finance teams in accounts receivable, overdue invoice follow-up, dispute resolution, and cash collection activities.
- Drive a customer-centric culture with a focus on service quality, process excellence, and stakeholder engagement.
What makes you a good fit
- Minimum 8 Years of experience in customer service or supply chain
- Candidates should hold an MBA degree from a recognized institution.
- Relevant experience in Customer Service, Order Management, OTC, or Supply Chain operations.
- Proven people leadership and stakeholder management skills.
- Strong communication, problem-solving, and analytical capabilities.
- Experience working with ERP, CRM, and ticketing systems.
- Ability to manage multiple priorities in a fast-paced environment.
Some perks of joining Henkel
- 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
- Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
- Competitive accident and term life policies for up to 3 times annual gross salary
- Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children
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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.
We promote careers in flexible working models and enable career-life integration for different capacity levels. We thus welcome applications in full-time and part-time.JOB ID: 26098792
Job Locations: India, Maharashtra, Navi Mumbai
Contact information for application-related questions: talent.acquisition@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.
About 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 allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.
Whom do I contact if I have questions concerning my application?
Our recruiting team will help you with all requests regarding your application. Contact the team here.