About this Position
The key purpose
of the role is to assure the highest Customer Service (CS) and order-to-cash
(OTC) process quality and coordinate a sub-team of CS Agents within the CS
Department.
The Team Lead is
responsible to coordinate and manage the CS agents, provide recommendations and
outcomes that will enhance performance of their share improvement ideas and
monitor SLAs and KPIs with the A Country Customer Service Manager. In addition to their CS Front Office
responsibilities, they support and collaborate with CS Support Office Manager,
Team Lead(s) and agents(s) in the CS Support Office
What you´ll do
- Lead and develop the Customer Service team to deliver business objectives, customer satisfaction, and operational excellence.
- Monitor customer service KPIs and SLAs, identify gaps, and drive continuous improvement initiatives.
- Ensure adherence to customer service processes, policies, and strategic priorities.
- Implement new procedures and support cross-functional customer service projects.
- Coordinate team activities, workload planning, and employee development initiatives.
- Act as the primary point of contact for customer and sales inquiries, escalations, and issue resolution.
- Manage customer requests, complaints, and service cases through Service Cloud ticketing system.
- Build strong relationships with customers and sales teams through effective communication and collaboration.
- Participate in customer and sales review meetings to discuss performance metrics and improvement opportunities.
- Support Order-to-Cash (OTC) processes and customer-impacting sales activities.
- Oversee end-to-end order management, including order validation, EDI/eShop orders, ATP checks, stock allocation, and delivery monitoring.
- Ensure proactive communication on order status, delivery issues, and supply-related challenges.
- Manage customer claims and complaints, ensuring accurate documentation, analysis, follow-up, and resolution.
- Support finance teams in accounts receivable, overdue invoice follow-up, dispute resolution, and cash collection activities.
- Drive a customer-centric culture with a focus on service quality, process excellence, and stakeholder engagement.
What makes you a good fit
- Minimum 8 Years of experience in customer service or supply chain
- Candidates should hold an MBA degree from a recognized institution.
- Relevant experience in Customer Service, Order Management, OTC, or Supply Chain operations.
- Proven people leadership and stakeholder management skills.
- Strong communication, problem-solving, and analytical capabilities.
- Experience working with ERP, CRM, and ticketing systems.
- Ability to manage multiple priorities in a fast-paced environment.
Some perks of joining Henkel
- 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
- Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
- Competitive accident and term life policies for up to 3 times annual gross salary
- Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children
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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.
We promote careers in flexible working models and enable career-life integration for different capacity levels. We thus welcome applications in full-time and part-time.
