China, Shanghai, Global Business Solutions+
(Senior) Specialist Customer Service Support
HENKEL IS FOR THOSE WHO STEP UP. DO YOU?
At Henkel, you can make a difference and craft your career. That’s why you own your projects and take full responsibility from an early stage. Our unique brands in markets around the world open up countless opportunities to follow your convictions and explore new paths. If you have an entrepreneurial mindset that allows you to always think out of the box - take the chance and shape the digital future together with us.
- Use Independent judgment to provide timely and effective support to order process
- An expert contributing team efficiency and solving issues with collaboration with sales teams, Front office customer service, logistic team and Finance team port.
- Handle day-to-day requirements, order management, billing management and other tasks.
- Coordinate with front office CS team to ensure request and customer needs are duly communicated cross different teams.
- Deal with customer complaints and exceptional cases when other team members are in trouble to work out solution efficiency.
- Make report and analysis on the operational issues and exceptional cases to the team leader.
- Fully execution of the effective SOP, improve the current workflow and making changes continuously.
INDIVIDUALLY TASKS (TIME IN %)
- Handle day to day operations related to customer order (70%)
- KPI monitoring and proactive process improvement (15%)
- Support in business related processes and take initiative to complete the additional tasks assigned by the manager (15%)
- Bachelor’s degree or above, no limitation on major
- At least 2-3 working experiences in customer service filed and project management background
- Good at English speaking and writing
- Expert in office software such as excel, word and power point
- Working patiently and efficiently. Willing to learn, strong sense of responsibility
- Good communication skills
- Independent management capability, organizing ability and handling stress ability are needed.
WHAT THE ROLE CAN OFFER YOU
- Work in global business solutions-SH team, collaborate with stokeholds
- Full training for process and system, good opportunities for self-learning