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China, Shanghai-Zhangjiang, Adhesive Technologies

Manager Customer Service Front Office

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 50,000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.

Dare to make an impact?


YOUR ROLE

  • Develop teamwork plans and lead the team to achieve the KPI.
  • Standardize team SOP, internal policy, and multi processes. Develop and optimize customer service management rules, standardize and improve job responsibilities, optimize customer service process.
  • Team training and evaluation, improve customer service quality and customer service level.
  • Responsible for communication and coordination with relevant departments, solving customer complaints and special case handling.
  • Lead and participate in projects and drive for continuous improvements.
  • Responsible and improve customer service related KP, including but not limited to service level (POT) and backlog, etc.
  • Responsible for data analysis and reporting, lead and participate in projects.
  • Complete other tasks assigned line manager. Strive for customer service level optimization.

  • Principal Accountabilities
  • Develop teamwork plans and lead the team to achieve the KPI. 
  • Standardize team SOP, internal policy, and multi processes. Develop and optimize customer service management rules, standardize and improve job responsibilities, optimize customer service process. 
  • Team training and evaluation, improve customer service quality and customer service level. 
  • Responsible for communication and coordination with relevant departments, solving customer complaints and special case handling. 
  • Lead and participate in projects and drive for continuous improvements. 

YOUR SKILLS

  • Bachelor's degree
  • 5-10 years Working Year
  • Fluent English
  • SAP,
  • Excel
  • Presentation,
  • Power BI

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: 23059044
Contract & Job type: Full Time, Regular
Contact information for application-related questions: Henkel.GCN.Recruitment@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.
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