China, Shanghai-Zhangjiang, Beauty Care

Customer Service Supervisor

At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you're up for challenging the status quo, join our team of pioneers and make your mark on the future with us.

Do you dare to make an impact?


  • Job Purpose
  • Support continuous business growth of Retail and Prof (R&P) by ensuring all customers order are processed and delivered on time in full.
  • Provide excellent service to external customers by collaborating with different internal stakeholders within Henkel(e.g. Sales team, Finance/ Credit Controlling team, and Global Business Solutions(GBS) team).
  • Creates plans/strategies to improve customer service level and customer experience. and achieve the long-term goal of enhancing sales for the product.
  • OTC process improvement (Eliminate/Combine/Automate)
  • Key Responsibilities
  • Order Management: Manage sales orders, including approval process, requirements identification, confirmation, and follow-up
  • Liaise with CSS Team in GBS Shanghai, to ensure orders key in accurately, goods delivered, timely credit and debit note processed.
  • Resolve or follow-up inquiries and complaints from internal stakeholders and external customers pertaining to orders
  • Report Accuracy and Timeliness: Assist sales/customer service supervisors to provide required information and reports
  • Support to team, especially in the month-end rush time or during the time period when colleagues on vacation, so as to balance workload across entire CS team
  • Individually Tasks (Time in %)
  • Order Management - Responsible for orders processing, tracking and delivery execution. Ensure on time in full delivery(50%)
  • Pass sales/customers' requirements to relevant functions and follow-up to meet customer requests(20%)
  • Assist in other related business matters and complete temporary and collaborative work(10%)
  • Design & optimize OTC process improvement (20%)


  • Bachelor Degree
  • Prior customer service, logistics, and cross-border ecommerce experience
  • Analytical mind with customer service orientation and strong business acumen
  • Advanced Excel skill and communication skill
  • Fluent in Chinese and English (verbal and written)
  • Regular review with GBS team & business team with experienced skill on PPT/Excel
  • Prior working experience in big FMCG / Ecom Distributors / Ecom platforms(e.g. JD/Tmall)
  • Big event(D11/D12/618)
  • Able to challenge status quo and improve existing process
  • Fast learner, great team leader with responsibilities
  • What the Role Can Offer You
  • Involved in and opportunity to spearhead new growth project for the business
  • Provide challenging jobs to help employees grow
  • More job opportunities, whether in the supply chain team of Henkel or in the Henkel Group

Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to gender, origin, culture, generation, disability, religion and sexual orientation.

JOB ID: 22034171
Contract & Job type: Full Time, Regular
Contact information for application-related questions: Henkel.GCN.Recruitment@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply Now" button below. Applications sent via e-mail will not be accepted.
Development opportunities
Development opportunities Corporate social responsibility programs
Corporate social responsibility programs Extensive leave policy
Extensive leave policy Well-being programs
Well-being programs Life insurance
Life insurance Medical insurance
Medical insurance Performance bonus / Incentives
Performance bonus / Incentives Tuition reimbursement
Tuition reimbursement On-site canteen (in some locations)