Customer Service and Logistic Specialist Job

Responsibilities

• 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.

Qualification

• 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

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