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.