Customer Service Head

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Job Description

Henkel AG & Company, KGaA, is a German chemical and consumer goods company headquartered in Düsseldorf, Germany. It is a multinational company active both in the consumer and industrial sector. Founded in 1876, the DAX 30 company is organized into three globally operating business units (laundry & home care, beauty care, adhesive technologies) and is known for brands such as Loctite, Persil, and Fa amongst others.

Henkel is recruiting to fill the position below:

Job Title: Customer Service Head

Job ID: 180005G6
Location: Ibadan, Oyo

Key Purpose

  • The key purpose of the role is to assure excellence in execution in all Customer Services' areas in the country; coordinate and manage country CS executives;
  • Provide recommendations and outcomes that will enhance key management, organizational performance of local organization; share improvement ideas with International Customer Services Responsible; support and collaboration with CS Support Manager in SSC; ensure customer satisfaction for both domestic and export businesses.

What we Offer

  • Align department objectives with company business strategies
  • Monitor local Customer Services KPIs
  • Monitor adherence to Customer Services strategic vision and processes
  • Implement new customer services procedures
  • Plan, coordinate and follow up supervised personnel work
  • Participate in interdepartmental projects related to customer services area
  • Establish department personnel needs included in the department development plan
  • Establish and follow-up department training plan
  • Develop customer relationships on service topics
  • Support requests, issues and efficiency projects with customers and internally (Identify and improve department bottle necks)
  • Escalation to International Customer Services in case it is required
  • Ensure on time and proper issue resolution with corresponding functions
  • Define / review target SLAs with CS in the country and SSC through regional/international alignment
  • Propose / Contribute updates to L5 process documentation and enhancements
  • KAM support for topics related to OTC process with customer impact
  • Lead projects (SAP projects, testing and implementation)
  • Customers’ Credit Notes management
  • Handling Export business operations (Orders to servicing for any new markets).
  • Meeting the Month target by close co-ordination with all related functions
  • Delivering the customer orders on time & Solving their issues and queries
  • Export business co-ordination & Execution.
  • Sales Overview Summary (From Live System)
  • Final Shipment analysis Summary(Using the live status)
  • Credit Note KPI’s monitoring & Appropriate actions
  • Customer Service Level, SPORT Analysis, NDR Analysis.
  • iTAS Analysis & Reports

      Job Requirements
      Minimum years of experience

      7

      Qualifications
      SSCE /NABTEB /Diploma /ADN /OND /ND /NCE /B.Sc /B.Ed /B.Tech /HND
      Other Requirements

      Qualifications
      Who we are looking for:

      • Results oriented, entrepreneurial and self-motivating.
      • Tenacious and resilient, driven to achieve even when faced with obstacle.
      • Leadership and interpersonal skills capable of building strong working relationships and influencing and customers and internal teams
      • 7 years in Customer Service with 3 years at Management level.
      • SAP Proficiency
      • Bachelor's Degree
      • Strong analytical skills with ability to develop strategies, tactics and measurable implementation
      • Ability to think outside the box
      • Candidate must be proficient in MS Office tools.

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        About Henkel
        Henkel operates worldwide with leading brands & technologies in three business areas: Laundry & Home Care, Beauty Care and Adhesive Technologies.Henkel AG & Company, KGaA, is a German chemical and consumer goods company headquartered in Düsseldorf, Germany. It is a multinational company active both in the consumer and industrial sector. Founded in 1876, the DAX 30 company is organized into three globally operating business units (laundry & home care, beauty care, adhesive technologies) and ...
        See more
        Job Summary
        Published
        August 15, 2018
        Experience
        Minimum of 7years
        Location
        Oyo
        Deadline
        August 28, 2018
        Specialization
        Customer Service
        Industries
        FMCG / Conglomerate /Manufacturing / Production
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