China, Shanghai-Zhangjiang, Adhesive Technologies

Supervisor Customer Service Front Office

At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you’re up for challenging the status quo, join our team of pioneers and make your mark on the future with us.

At Henkel, we promote a holistic Diversity & Inclusion approach. The diversity of our employees, their backgrounds, experiences, talents, knowledge, creativity, and the appreciation of all their individual differences are the foundation for our competitive advantage. As a multinational corporation, Henkel employs people from 120 nations in almost 80 countries. About 85 percent of our employees work outside of Germany, with more than half of them in emerging markets.

Do you dare to make an impact?


Job Purpose

  • 1. 协助部门经理制定工作计划,带领团队达成目标.
    Assist team manager to develop work plans and lead the team to achieve the KPI.
  • 2. 协助部门经理制定部门工作规范、工作流程及各项管理制度.制定与完善客户服务部管理制度,规范和完善岗位职责,优化客户服务流程。
    Assist team manager to develop team SOP, internal policy, and multi processes. Develop and optimize customer service management rules, standardize and improve job responsibilities, optimize customer service process.
  • 3. 客服团队的培训与考核,掌控客户服务质量.完成部门经理安排的其它工作,全方位优化客户服务质量.
    Team internal training and evaluation, customer service quality controlling and optimization. Complete other tasks assigned team manager.

Key Dimensions

  • 1. 负责部门内日常运作管理,建立健全的客户服务流程,向客服经理汇报
     Responsible for daily operation management, establish and improve customer service process, report to customer service manager.
  • 2.负责与相应部门沟通、协调相关业务并参与解决重要客诉案件,处理突发和特殊事件.
    Responsible for communication and coordination with relevant departments, solving KA customer complaints and special case handle.
  • 3. 负责部门内员工假期申请,绩效考核评定等.
     Responsible for staff leave application approval, KPI appraisal, etc. 

Principal Accountabilities

  • 1 负责部门的日常管理工作及部门员工的管理、指导、培训及评估.解决重要客诉案件,处理突发和特殊事件.
    Responsible for routine employee management, training and evaluation. Solve KA customer complaints and special case handle. 25%
  • 2 实施和开展公司制定的各项工作计划.负责与相应部门沟通、协调相关业.
    Implement company strategy. Responsible for communication and coordination with relevant departments. 25%
  • 3 指导和监督团队成员各项工作的正常开展及业务规范的实施,进行员工绩效管理及激励工作,协助本部门的团队文化建设.
    Guide and monitor team daily work to ensure standard rules' implementation. Manage employees' KPI and motivation. Assist team building organization. 20%
  • 4 定期整理搜集客户反馈,进行客户需求分析.负责整理、分析各类数据信息,并进行数据存档,完成团队的周、月、季、年等工作报表.
    Collect customer feedback and analyze customer needs regularly. Responsible for data sorting, analysis and filing. Complete the weekly/monthly/quarterly/annual work reports. 15%
  • 5 能积极指导部门新同事的工作, 为经理提供并设计并优化客户服务各种流程.
    Coach new employees actively and help team manager to design and optimize processes.  15%


  • Degree Bachelor Working Year 3-5 years
  • Language English Level Fluent

Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to gender, origin, culture, generation, disability, religion and sexual orientation.

JOB ID: 21026318
Contract & Job type: Full Time, Regular
Contact information for application-related questions: henkel.hr@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply Now" button below. Applications sent via e-mail will not be accepted.