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 and Logistic Specialist
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Customer Service and Logistic Specialist
Apply for this role
About this Position
The Customer Services & Logistic Specialist is key member of the Supply Chain Team which includes both Customer Services and Operations team members. The purpose of this role is to develop a sustainable, high functioning Customer Service Team and lead direct reports in the execution of strategies and providing support to all internal and external customers of the organization.
What you´ll do
- Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset.
- Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound).
- Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions.
- Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits.
- Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
- Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
- Collaborate closely with internal partners, judging and aligning priorities to meet customer needs vs. SC capabilities.
- Support the implementation of organizational changes, processes, projects, pilots and regional best practices.
- Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operational efficiencies & CX.
- Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance.
- Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement.
- Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction.
What makes you a good fit
- Degree in Supply Chain Management, Economics, Engineering
- 5+ years of Customer Services experience, preferably in a Consumer-Packaged Goods (CPG) industry working in a process driven, systems environment using ERP systems is mandatory. SAP experience is preferred.
2+ years of above should be in any Supervisory/Team Lead roles.
Some perks of joining Henkel
- Globally 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
- Annual 1 month bonus
- Comprehensive Accident and Life Assurance cover of 5yrs - 8yrs Gross salary
- Comprehensive Health Insurance cover for employee+4 dependents
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.
JOB ID: 25079473
Job Locations: Kenya, Nairobi Area, Nairobi
Contact information for application-related questions: recruitment.ssa@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.