Con un sólido legado de cerca de 150 años, lideramos el camino para reimaginar y mejorar la vida todos los días. En la actualidad y para las generaciones del futuro. A través de nuestras marcas y tecnologías innovadoras y sostenibles, y gracias a nuestros equipos internacionales. Henkel ocupa posiciones de liderazgo tanto en negocios industriales como de consumo: nuestra cartera incluye productos para el cuidado del cabello, detergentes para ropa, suavizantes, así como adhesivos, selladores y recubrimientos funcionales.
Team Lead Customer Service Experience - Henkel Adhesive Technologies - CDD 1 an (H/F/X)
Apply for this role
About this Position
The job purpose of CSX Team Lead in Henkel Adhesive Technologies is to deliver an amazing Customer Service Experience (CSX) by leading and supervising a team fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.
What you´ll do
- Accountable for customer facing activities/customer experience, leading a team as SPOC (single point of contact) for customer, adopting customer centric mindset
- Lead the team’s OTC (order to cash) & Customer-Service-Management activities, focusing mainly on customer interaction activities (in/outbound)
- Support Voice of Customer by utilizing and/or performing customer and market research and analysis techniques on customer feedback.
- Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT (customer satisfaction), including regular visits.
- Utilize/Monitor team's use of the CRM system, identifying and resolving issues and escalating these to a senior manager as appropriate
- Act as first-line supervisor of a team providing direct customer service support; Deal with most complex and valuable queries and issues.
- Collaborate closely with internal partners (CSX, Center of Excellence, GBS+, Supply Chain), judging and aligning priorities to meet customer needs vs. SC capabilities
- Design/coordinate implementation of differentiating customer experience initiatives
- Implement organizational changes, processes, projects, pilots and regional best practices by providing needed resources
- Identify continuous improvement opportunities, define projects and ensure realization; Help with establishing and implementing CSX standards
- Monitor and prioritize team's performance through dashboards/ KPI's; define actions for further improvement & efficiencies
- Recruit & manage the team with focus on development, know-how transfer, disciplinary topics, appraisals, management of holidays/absences
- Plan own/team’s activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction
What makes you a good fit
- Bachelor’s degree in Business Administration or related field, with minimum 3-6 years of experience in Customer facing operations (i.e. Customer Service/Sales/Supply Chain), with at least 2 years in a management role.
- Proven people management skills with focus on developing teams, ability to drive vision and purpose.
- Advanced user level on cloud based solutions (ie. Service Cloud) / ERP Systems (i.e. SAP) / IT applications ; with strong analytical skills.
- Ability to build customer loyalty
- Supply chain understanding
- Strong collaborative spirit, communication for impact and resilience
- Business fluent English & French is a must
Fixed-term contract / CDD : 1year
Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- Diverse national and international growth opportunities
- Global 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
- Profit Sharing
- 100% of public transportation
- Payment of 75% of Health & Life insurance premiums
- Private daycare
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: 26092448
Job Locations: France, Île-De-France, Boulogne Billancourt
Contact information for application-related questions: recrutement@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.
Acerca de Henkel
FAQ
Me interesan varias ofertas de empleo. ¿Puedo optar a varios puestos a la vez?
Sí, solo has de rellenar tu perfil en nuestro sistema de solicitud online. Una vez que tu perfil esté completado, puedes solicitar varios puestos.
La oferta de trabajo está escrita en inglés, ¿debo escribir mi solicitud en inglés?
Sí, por favor. Henkel es una compañía internacional en la que estarás trabajando con personas de todo el mundo y el inglés es el idioma oficial de la compañía. Como normal general, escribe la solicitud en el mismo idioma en el que está escrita la oferta de empleo.
¿Recibiré un feedback durante el proceso de solicitud sobre el estado de mi candidatura?
Cada vacante que abrimos en Henkel es única y encontrar a la persona adecuada es importante tanto para el/la candidato/a contratado/a como para Henkel. Queremos asegurarnos de que tanto el/la candidato/a como la compañía son una buena opción el uno para el otro. Durante todo el proceso proporcionamos un feedback a los/as candidatos/as.
¿Con quién debo contactar si tengo alguna duda sobre mi solicitud?
Nuestro equipo de reclutamiento te ayudará con todo lo relacionado con tu solicitud. Contacta con el equipo aquí.