Henkel
Team Leader – Customer Service & Operations
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About This Position
We are looking for a motivated, customer-focused, and future-ready Team Leader to lead our Customer Service team within the Adhesives business. Supporting industrial and manufacturing customers, you will be responsible for delivering an outstanding customer experience while ensuring efficient Order-to-Cash operations.
You will lead and develop a high-performing team, drive service excellence, and work closely with Sales, Supply Chain, Marketing, CoE, and GBS+ stakeholders. We are seeking a leader who embraces continuous improvement, digital innovation, and AI-enabled ways of working, while building a culture of accountability, collaboration, and customer focus.
What You'll Do
- Lead, coach, and develop the CSX team to deliver an exceptional end-to-end customer experience.
- Oversee Order-to-Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to drive performance.
- Manage customer escalations and support the resolution of complex supply, commercial, and application-related issues.
- Build strong customer relationships and use Voice of Customer insights to improve service delivery.
- Collaborate with Sales, Marketing, Supply Chain, CoE and GBS+ teams to ensure customer commitments are met.
- Drive continuous improvement by identifying opportunities to simplify processes and improve efficiency.
- Champion the adoption of digital tools, automation, and AI-enabled solutions.
- Ensure accurate CRM and customer data management.
- Foster a culture of innovation, learning, and adaptability.
- Manage team performance, capability building, resource planning, and employee development.
- Ensure compliance with corporate, sustainability, and SHE standards.
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What Makes You a Good Fit
- 3-6 years' experience in Customer Service, Supply Chain, Sales Support, or a related field
- Recent people leadership experience within the last 5 years, with a proven ability to coach and develop high-performing teams.
- Experience supporting industrial, manufacturing, B2B, or technical customers.
- Strong customer-centric mindset with excellent communication and stakeholder management skills.
- Demonstrates a future-ready approach, with an interest in digital technologies, automation, AI, and data-driven decision making.
- Driven, proactive, and results-oriented, with the ability to make sound decisions and take ownership.
- Collaborative and resilient, able to manage competing priorities in a fast-paced environment.
- Knowledge of Order-to-Cash processes and CRM/ERP systems, ideally Salesforce Service Cloud and SAP.
- Comfortable using KPIs, dashboards, and performance metrics to drive improvement.
- Strong planning, organisational, and leadership skills.
- Experience leading transformation, process improvement, or automation initiatives is advantageous.
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We are committed to developing future leaders. This role offers opportunities to grow your leadership capabilities, gain cross-functional exposure, and contribute to digital transformation, continuous improvement, and AI-enabled innovation. It provides a strong platform for building a long-term career within a global organisation that values learning, collaboration, and growth.
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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