Job Information
Henkel Specialist CSX Customer Experience in Madison Heights, Michigan
Specialist CSX Customer Experience
About this position
At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.
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 (CSX, CoE, GBS+, SC), 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 cont. impr. for oper. effeciencies & 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 efficiences & improve customer satisfaction
What makes you a good fit
High School diploma required, bachelor's degree preferred plus 1-3 years' experience or 5 years' experience if no degree
SAP and/or Salesforce experience preferred; MS office required
Strong proven customer service skills in a manufacturing setting, automotive manufacturing experience a plus.
Detail oriented, team player, strong customer relationship building skills
Ability to work independently in a fast-paced environment
The salary for this role is $55,000.00 - $65,000.00. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.
Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral. At Henkel's request only, preferred vendors may be invited to refer talent for specific open positions. In these cases, a fully-executed agreement with Henkel must be in place and current.
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! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity and expression, and other legally protected characteristics. We welcome all applications.
JOB ID: 24072986
Job Locations: United States, MI, Madison Heights, MI
Contact information for application-related questions: talent.acquisition@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 accounthere (https://henkel.csod.com/ats/careersite/login.aspx?c=henkel&site=1&lang=en-US&returnurl=/ux/ats/careersite/1/home/requisition/67195?c=henkel&lang=en-US) to check the status of your application. In case of new account creation, please use your email address that you applied with.