Henkel Hiring for Spec Customer Service Front office IN at Navi Mumbai, Maharashtra Full Time

Full Job Description
At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you’re up for challenging the status quo, join our team of pioneers and make your mark on the future with us.

Do you dare to make an impact?

YOUR ROLE
The key purpose of the role is to be the single point of contact for the whole order-to-cash (OTC) process with the customer from order capture (by phone, email, fax, etc.), order to invoice processing and complaints management requests and issues. Enforces successful execution of Daily Operations Cycle & improved End Customer Service Level performance and faster response to incidences adhering to business standards.
Maintains and increases customer loyalty by building relationships with Relevant language skills, Communication skills within all levels of the organization i.e. Customer, Country CS responsible, CS Support agents in the support office, Sales, Demand Planning, Finance, Supply Chain and SSC, IT, Business Process Owner community (OTC…)
Display Customer orientation, operational excellence, Accountability, proactive thinking, flexibility, Able to withstand pressure during Handle inbound and outbound customer calls, Order Processing, Validation and E2E follow-up.
Comfortable using technology, such as ticketing tools and CRM applications & Fully conversant in SAP (or similar) CS related transactions & reporting functions. Use of ticketing system to register all cases. Cooperation and analytical skills to work together with CS in the support office.
Informed about Claims Management, Reporting, Customer complaints (ZA CCSM Supply chain – as per yearly target), First call resolution (FCR 75 % & SLA 95%), Direct requests and unresolved issues to the designated resource.
Ensuring compliance with the SLAs (Service Level Agreement) & Provide qualitative feedback, comments and planned actions on received CS and OTC reports from SSC or Support Office. Coordinating with team to clear Backlog, tracking Obsoletes & Slow-Moving Items (OSMI), Shortage management, Safety: No LTA (loss of time accident).
Provide efficient and structure service to our Customers and Sales, Support CNWC by resolution of Invoice queries, Participation in regular customer meetings (e.g. quarterly meetings to review KPIs and metrics), Support Finance Team (who is accountable) in cash collection & overdue invoices by informing the customer about disputes if required.
Recommendations for Customer Service and OTC improvements to the CS Support Office Manager, Provide qualitative feedback, comments and planned actions on received CS and OTC reports from SSC or Support Office to provide efficient and structure service to our Customers and Sales.
YOUR SKILLS
Bachelor’s degree in any stream (Preferably MBA) with minimum 5 years of relevant experience in Customer Service for Henkel India. (Any certification of supply chain will be added advantage).
Excellent customer handling experience in Chemical Industry.
SAP, ERP OR Oracle experience, Knowledge of Analysis, collaboration Skills, Very Good in Communication and should be flexible in completing the workforce.
Customer Service, Order Management, Customer Handling, Stakeholder Management, MS Office, Order Management, Customer facing, Handling Service Cloud and Retention experience is must..

Henkel is an equal opportunity employer. We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.
JOB ID: 22034853
Contract & Job type: Full Time, Regular
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 Now” button below. Applications sent via e-mail will not be accepted.