Senior Manager Customer Service Experience Escalation Solution

·Manage a Team of Customer Service Experience (CSX) Escalation Solution Managers and CSX Complex Order Management Specialists oHiring & onboarding, coaching, people development and team performance. ·Manage overall Order to Cash & Customer Service Management, End-2-End Performance together with Customer Service and Global Business Solutions setting internal Service Level Agreements, monitoring performance, and identifying opportunities for improvement. ·Specifics: oReport directly to Head of CSX Excellence and communicate at all levels within the organisation as well as externally. oAble to coordinate key stakeholders and think solutions out of the box. oCommunicate with senior management internally and externally. oManage DELCON1 cases and own DELCON2 cases linked to Critical supply issues with risk of Line stop/penalties for International Key Accounts. oManage CAPA (Corrective And Preventative Actions) Review Board & Effectiveness Check Calls oManage activities related to sample, special equipment and other complex order management processes. oTake critical actions & decisions where required. oOut of hours call outs. oKPI/SLA focused. ·Support team with specific operational issue escalation and resolution. ·Ensure people, processes and systems are properly supporting customers around escalation solutions, contributing to a premium customer experience. ·Support implementation of the organisation, processes, projects/pilots and resources needed for the SHE policy. ·Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.

• Master's degree educated, or equivalent.
• Previous experience within a customer service, supply chain or Logistics role.
• Ability to withstand pressure and work to tight deadlines.
• Excellent in problem solving, is solution orientated and has good influencing skills.
• Proactive, target driven, self-motivated and able to use own initiative.
• Precise, accurate administration skills.
• A customer focused attitude with excellent communication skills.
• Good level of SAP, Service Cloud and MS office (Excel/PowerPoint/Word) are desirable skills.
• Team player.
  
  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 47.000 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.