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.
Customer Service Advisor
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About this position
About this Position
Henkel Beauty Care holds leading market positions worldwide and its Brand name product business is continuously developing. Operating within both Retail and Professional Industries our Brands and products are used by widely every day.
The UK Supply Chain team covers Demand Planning, Logistics, Customer Service and Customer Collaboration.
Reporting within the professional Customer Service team, this role is responsible for supporting daily customer service operations, ensuring efficient resolution of customer enquiries and identifying opportunities to improve processes, service levels and overall team performance.
What you´ll do
- Manage customer complaints, claims, and case resolution, ensuring a high standard of customer service
- Handle inbound enquiries from internal and external customers via phone and email.
- Identify customer needs and deliver timely, effective solutions.
- Monitor and support claims and complaint cases managed through the Shared Service Centre.
- Collaborate cross-functionally with Sales, Logistics, Demand Planning, Marketing and third-party logistics providers.
- Coordinate and process customer solutions, including credit notes, debit notes and returns, ensuring compliance with company policies and approval processes.
- Examine customer accounts to identify recurring issues, detect trends and recommend solutions.
- Accurately classify and allocate error reason codes to support reporting and continuous improvement.
- Analyse customer service trends and identify opportunities to enhance processes and performance.
- Maintain accurate records, ensuring all activities are conducted in line with company procedures, compliance standards, and best practices.
What makes you a good fit
- Strong communication skills, with the ability to build effective relationships with both internal and external stakeholders....
- Proficient in Microsoft Office applications; SAP experience is advantageous.
- Able to remain calm and professional in a fast-paced, high-pressure environment.
- Excellent time management skills and a proactive approach to problem-solving.
- Committed to delivering outstanding customer service and customer satisfaction.
- Experience within an FMCG environment and/or supporting a field-based sales team is desirable.
- Demonstrates a collaborative approach and the ability to work effectively across multiple functions.
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
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
- Annual Leave: 27 days plus 8 Bank Holidays
- Celebration vouchers
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: 26099904
Job Locations: United Kingdom, England, Hemel Hempstead
Contact information for application-related questions: RecruitmentUKIE@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.