CSX Specialist

About this PositionJoin a customer-focused team where you'll play a key part in creating exceptional experiences for our customers. Acting as the main point of contact for both new and existing Henkel customers, you'll take ownership of the entire customer journey, ensuring every interaction is smooth and efficient. Working closely with teams across the business, you'll help deliver solutions that meet customer needs, resolve challenges, and build long-term relationships.

What you´ll do

• Be accountable for customer facing activities and customer experience, acting as a single point of contact for customers and adopting customer centricity mindset within day-to-day interactions.
• Run Order-to-Cash (OTC) & Customer-Service-Mgt (CSM), focusing mainly on customer interaction related activities (in/outbound).
• Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions.
• Build customer’s trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Customer Service Experience Operations: Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimise disruption & downtime.
• Ensure close collaboration with internal partners/functions (Customer Service Experience, Center of Excellence, Global Business Solutions, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction.