Z ustvarjanjem dragocene zapuščine skoraj 150 let vsak dan stremimo k preoblikovanju in izboljšanju življenja. Danes in za prihodnje generacije. Z našimi inovativnimi in trajnostnimi blagovnimi znamkami ter tehnologijami v naših timih sodelavcev po vsem svetu. Henkel zavzema vodilne položaje tako na področju industrije kot tudi potrošniškega blaga: Naš portfolio vključuje dobro znane izdelke za nego las, detergente za pranje perila, mehčalce ter lepila, tesnila in funkcionalne premaze.
Team Lead Customer Service Experience - Henkel Adhesive Technologies - CDD 1 an (H/F/X)
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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.
O podjetju Henkel
Vprašanja in odgovori
Zanima me več delovnih mest. Ali se lahko hkrati prijavim na več delovnih mest?
Da – preprosto izpolnite svoj profil v našem spletnem prijavnem sistemu. Ko je vaš spletni profil dokončan, se lahko prijavite na več delovnih mest.
Ponudba za delovno mesto je napisana v angleškem jeziku – ali naj tudi svojo prijavo pripravim v angleškem jeziku?
Da, prosim. Ker je Henkel mednarodna družba, boste sodelovali s kolegi z vsega sveta in angleški jezik je uradni jezik podjetja. Na splošno velja pravilo: Prijavo napišite v istem jeziku, v katerem je tudi oglas za zaposlitev.
Ali bom med postopkom prijave prejemal povratne informacije o stanju moje prijave?
Vsako delovno mesto, ki je na voljo pri Henklu, je edinstveno in iskanje pravega kandidata je zelo pomembno za kandidata, ki ga zaposlimo, ter tudi za družbo Henkel. Poskrbeti želimo, da bosta kandidat in družba primerna izbira drug za drugega. Kandidatom bomo skozi celotni postopek nudili povratne informacije.
Na koga se lahko obrnem, če imam vprašanja glede svoje prijave?
Naš oddelek za zaposlovanje vam bo pomagal pri vseh zahtevah v zvezi z vašo prijavo. Z oddelkom stopite v stik tukaj.