Adhesive Customer Service Experience Specialist (Fixed contract ~2027.12)

About this Position Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Be the single point of contact for current and new Henkel customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs. Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive professional demeanor).

What you´ll do Manage OTC and CSM activities, focusing on customer inquiries and interactions to ensure a high-quality customer service experience. Gather and share customer feedback, needs and expectations to strengthen customer relationships and improve customer satisfaction. Maintain accurate customer information and interaction records in the CRM system to support effective customer relationship management.

Handle customer cases and inquiries in a timely manner while supporting customer retention and satisfaction. Collaborate with internal functions, including CSX, CoE, GBS+ and Supply Chain, to align priorities and deliver solutions that meet customer needs using Service Cloud. Support customer experience initiatives, tools and processes, providing differentiated service based on customer needs and segmentation.

Utilize SAP, Service Cloud and related systems to manage customer activities efficiently and support continuous improvement.