Manager Customer Service Experience Center of Excellence

About this Position We are looking for an experienced leader to drive customer service excellence, manage critical supply chain escalations, and lead a high-performing team. You will work closely with customers and cross-functional stakeholders to ensure service delivery, customer satisfaction, and continuous improvement.

What You´ll Do

• Lead and develop the CSX team to achieve service and performance targets.
• Manage critical supply escalations and drive timely resolution.
• Build strong relationships with customers and key stakeholders.
• Monitor KPIs, dashboards, and CRM performance.
• Lead DELCON and CAPA review processes.
• Drive customer-centric initiatives and continuous improvement projects.
  
  

What makes you a good fit

• Bachelor's Degree in Supply Chain, Business, Engineering, or related field.
• Experience in Customer Service, Customer Supply Chain, Order Management, Logistics, or Supply Chain Operations.
• Proven people management and stakeholder management experience.
• Strong problem-solving and escalation management skills.
• Comfortable working in a fast-paced, customer-facing environment.
• Experience with KPI management, CRM, SAP/ERP systems is an advantage.
• Lean Six Sigma or Continuous Improvement certification is a plus.
• Collaborate with Supply Chain, Planning, Logistics, and Customer Service teams.
  
  

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
• 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.