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Project Specialist - GCC Customer Service Management (Temporary)

HENKEL IS FOR THOSE WHO STEP UP. DO YOU?

At Henkel, you can make a difference and craft your career. That’s why you own your projects and take full responsibility from an early stage. Our unique brands in markets around the world open up countless opportunities to follow your convictions and explore new paths. If you have an entrepreneurial mindset that allows you to always think out of the box - take the chance and shape the digital future together with us.

YOUR ROLE

The Project Specialist role is an urgent hiring. We are seeking a dynamic individual to join on temporary project-based contract for a period of 12-15 months. 

The key purpose of the role is to guarantee excellence in execution in all Customer Services' areas in the country; coordinate and manage country CS agents; provide recommendations and outcomes that will enhance key management, organizational performance of local organization; share improvement ideas with International Customer Services Responsible; support and collaboration with CS Support Manager in SSC; ensure customer satisfaction for both domestic and export businesses.

  • Reports to Supply Operations Head
  •  Key work relationships: Customers CS Support Responsible in the SSC Sales/ Sales Planning/ Finance/ Controlling/ Supply Chain/Marketing/ IT Regional Customer Service Process owner community (OTC…) Leads and Manages Local Customer Service team leads and agents
  •  Align department objectives with company business strategies
  •  Accurate & timely reports
  •  Monitor local Customer Service KPIs
  •  Monitor adherence to Customer Service strategic vision and processes
  •  Implement new customer service procedures
  •  Plan, coordinate and follow up supervised personnel work
  •  Participate in interdepartmental projects related to customer service area
  •  Establish department personnel needs included in the department development plan
  •  Develop customer relationships on service topics
  •  Support  requests, issues and efficiency projects with customers and internally (Identify and improve department bottle necks,…)
  •  Ensure on time and proper issue resolution with corresponding functions
  •  Define / review target SLAs with CS in the country and SSC through international alignment
  •  Propose / Contribute updates to L5 process documentation and enhancements
  •  KAM support for topics related to OTC process with customer impact
  •  Lead projects (SAP, Testing & Implementation)
  •  Customers’ Credit Notes management
  •  Customer’s Order management with the support of SSC
  •  Intercompany orders management
  •  Price maintenance in system
  •  Handling of Export business order management

YOUR SKILLS 

  • Bachelor / Master degree in Engineering or a related field with successful academic record
  • 5+ years of work experience in Customer Service
  • SAP working knowledge is required
  • Able to independently perform analysis and reporting
  • Excellent oral and written communication skills in English with the ability to interact effectively with all levels of management
  • Self-confident professional, who possesses strong interpersonal skills along with excellent leadership capabilities
  • Competent in problem solving with strong analytical capabilities
  • Strong follow-up skills and high determination to achieve results and realize changes
JOB ID: 20004545
Contract & Job type: Part-time, Limited Term
Contact information for application-related questions: recruitmentgcc@henkel.com
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