Customer Service Agent

Om jobbet

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 50,000 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.

Dare to make an impact?

YOUR ROLE

• Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindsetRun 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 continuous improvement for operational efficiencies & 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

YOUR SKILLS

• Previous customer service experience, preferably gained from within Industry.
• You are fluent in Swedish and English
• Planning, organising and ability to work to deadlines
• Problem solving and continuous improvement approach.
• Excellent written and verbal communication skills.
• CRM system knowledge would be beneficial

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.