Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.
Customer Experience Manager (Chinese speaking)
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Customer Experience Manager (Chinese speaking)
Apply for this role
About this Position
Accountable for critical supply escalation management to ensure an amazing customer experience, driving continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.
What you´ll do
- Full accountability for managing critical supply escalations (DELCON 2) for Adhesives technologies business to drive quick decision making (i.e. line stop/penalty), adopting and driving customer centricity mindset within day-to-day interactions with key stakeholders, including customers.
- Resolve Escalated Issues: Coordinate critical supply escalations, resolving complex, contentious and unforeseen issues and providing specialist advice, to support others in delivering their duties and drive quick decision making across Adhesives Technologies. Prioritize cases based on customer segmentation/ delivery priority rules & SBU policies, where needed.
- Manage Delivery Condition Readiness (DELCON) and Corrective Action & Preventive Action (CAPA) review board and effectiveness check.
- Stakeholder Engagement: Develop stakeholder engagement within area of responsibility through identifying key stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions, including customers when needed.
- Customer Experience Strategy: Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CSX strategy. Support the implementation of organizational changes, processes, projects and pilots.
- Voice of Customer: Contribute to the understanding of customer segments, trends, needs, and expectations by analyzing customers feedback. Build customer’s trust & relationship indirectly by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction.
- Customer Relationship Management (CRM) Data: Update relevant information into the system when required or necessary and schedule follow-up actions to enable effective customer retention and avoid business risk.
Customer Service Experience Operations: Provide a quality service to customers, to secure customer confidence and retention. Responsibilities may include processing orders, resolving supply chain/ customer issues and/or providing/ managing data. - Collaboration: Close collaboration with internal partners/functions (CSX, CoE, GBS+, SC), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments.
- Continuous Improvement: Review existing operations in own area of work identifying continuous improvement opportunities to enhance operational efficiencies, streamline workflows or improve customer’s experience. Define and execute projects; act as facilitator for roll out of identified regional best practices.
- Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use KPI’s, performance management systems and reports to improve personal performance.
- Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
- Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.
Customer Service Experience Operations: Provide a quality service to customers, to secure customer confidence and retention. Responsibilities may include processing orders, resolving supply chain/ customer issues and/or providing/ managing data.
What makes you a good fit
- Bachelor’s degree in business or a related field
- Possess at least 4-7 years of relevant working experience in Customer Service/ Supply Chain
- Demonstrates a strong sense of responsibility and ownership for addressing any issues that arise
- Experienced In order to cash process and cloud-based solutions or ERP systems
- Business, market development and financial management skills
- Excellent organizational skills with the ability to plan and execute tasks efficiently
- Customer Focus
- Excellent communication skills in Mandarin
Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid and work from anywhere policies
- Diverse national and international growth opportunities
- Globally 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
- Medical Coverage for employees and eligible dependents
- Additional EPF Contribution
- Dental, Health and Eye Screening etc for employees and eligible dependents
- Discounts on company products
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.
JOB ID: 25074672
Job Locations: Malaysia, Kuala Lumpur, Kuala Lumpur
Contact information for application-related questions: Recruitment.SEA@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 account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
About Henkel
FAQ
I am interested in several jobs. Can I apply for multiple positions at the same time?
Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.
The job offer is written in English – should I write my application in English as well?
Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the ‘rule’ is: please write the application in the same language as the job ad.
Do I get feedback during the application process about the state of my application?
Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.
Can employees move between business areas and/or to a different country?
Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.
Whom do I contact if I have questions concerning my application?
Our recruiting team will help you with all requests regarding your application. Contact the team here.