Customer Experience Specialist – Order Management (Center of Excellence)

About this Position: Accountable for the complex order request process within Henkel's consumer division, ensuring quality, agility, and reliability to enable business strategy, supporting an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you’ll do

1. Manage intricate order processes, ensuring accuracy, availability, and transparency to meet customer needs.
2. Provide second-level support and resolve exceptions arising from rule-based processes (e.g., consignment stock reconciliation). Serve as the primary contact for complex order requirements, including samples and special equipment, using SAP.
3. Collect feedback and identify opportunities to enhance customer satisfaction. Maintain customer interaction data in the CRM system to facilitate call planning and data quality.
4. Manage order processing, resolve supply chain and customer issues, and provide data management. Collaborate closely with internal partners (CSX, CoE, GBS+, SC) via Service Cloud.
5. Support the implementation of customer experience initiatives, tools, and processes, including testing. Review existing operations and generate ideas for continuous improvement in efficiency and customer experience.
6. Plan activities based on demand to ensure business continuity and enhance customer satisfaction. Maintain Henkel Corporate Standards, Global SHE, and Sustainability requirements.