Discover the brands and technologies from our business units Adhesive Technologies and Consumer Brands.
United Kingdom, Hemel Hempstead, Adhesive Technologies
Dare to make an impact?
·Manage a Team of Customer Service Experience (CSX) Escalation Solution Managers and CSX Complex Order Management Specialists
oHiring & onboarding, coaching, people development and team performance.
·Manage overall Order to Cash & Customer Service Management, End-2-End Performance together with Customer Service and Global Business Solutions setting internal Service Level Agreements, monitoring performance, and identifying opportunities for improvement.
·Specifics:
oReport directly to Head of CSX Excellence and communicate at all levels within the organisation as well as externally.
oAble to coordinate key stakeholders and think solutions out of the box.
oCommunicate with senior management internally and externally.
oManage DELCON1 cases and own DELCON2 cases linked to Critical supply issues with risk of Line stop/penalties for International Key Accounts.
oManage CAPA (Corrective And Preventative Actions) Review Board & Effectiveness Check Calls
oManage activities related to sample, special equipment and other complex order management processes.
oTake critical actions & decisions where required.
oOut of hours call outs.
oKPI/SLA focused.
·Support team with specific operational issue escalation and resolution.
·Ensure people, processes and systems are properly supporting customers around escalation solutions, contributing to a premium customer experience.
·Support implementation of the organisation, processes, projects/pilots and resources needed for the SHE policy.
·Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.
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.