Henkel
Team Leader – Customer Service Experience
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About This Position
We are looking for a motivated and customer-focused Team Leader to oversee our Customer Service team and ensure the delivery of an outstanding customer experience. In this role, you will lead day-to-day operations, support and develop team members, and collaborate closely with internal stakeholders to ensure smooth order-to-cash processes and efficient resolution of customer needs. You will play a key role in driving service excellence, improving processes, and building strong relationships with both customers and internal partners.
What You'll Do
- Lead and coach the CSX team to deliver a seamless, positive end-to-end customer experience.
- Oversee Order to Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to monitor performance and drive improvements.
- Act as a point of escalation for complex customer inquiries, supporting supply, commercial, and application-related topics.
- Build strong customer relationships and identify opportunities to improve satisfaction using customer feedback and Voice of Customer insights.
- Collaborate with internal teams—including Sales, Marketing, Supply Chain, CoE, and GBS+ to align priorities and ensure commitments are met.
- Support and implement customer experience initiatives, tools, and processes, including new projects and organizational changes.
- Ensure accurate and high-quality CRM data is captured, supporting effective customer retention and development.
- Drive continuous improvement, identifying opportunities to streamline workflows and enhance service quality.
- Plan and manage team performance, development, coaching, capability building, and operational planning (daily/weekly/monthly).
- Uphold corporate standards, sustainability requirements, and SHE compliance.
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What Makes You a Good Fit
- 3–6 years’ experience in Customer Service, Supply Chain, or Sales, with people management exposure.
- Ability to lead teams in making trade-off decisions that optimize cost, inventory, service quality, and sustainability in an end-to-end supply chain environment.
- Strong customer-centric mindset with excellent communication skills—able to convey information clearly across teams and levels.
- Confident presenter, able to create clear, structured presentations and communicate them effectively to stakeholders.
- Takes initiative, acts proactively, and makes sound decisions independently.
- Collaborative and resilient, able to manage competing priorities and adapt quickly.
- Knowledge of Order to Cash processes, customer service operations, and CRM/ERP tools (Salesforce Service Cloud, SAP).
- Comfortable working with KPIs, dashboards, and performance metrics.
- Strong planning, organizing, and leadership skills with a focus on developing and coaching team members.
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Some Perks of Joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- 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.
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