Job Recruitment at Henkel

The Customer Services & Logistic Specialist is key member of the Supply Chain Team which includes both Customer Services and Operations team members. The purpose of this role is to develop a sustainable, high functioning Customer Service Team and lead direct reports in the execution of strategies and providing support to all internal and external customers of the organization.
What You´ll Do

• Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset.
• Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound).
• Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions.
• Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits.
• Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
• Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
• Collaborate closely with internal partners, judging and aligning priorities to meet customer needs vs. SC capabilities.
• Support the implementation of organizational changes, processes, projects, pilots and regional best practices.
• Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operational efficiencies & CX.
• Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance.
• Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement.
• Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction.

What makes you a good fit

• Degree in Supply Chain Management, Economics, Engineering
• 5+ years of Customer Services experience, preferably in a Consumer-Packaged Goods (CPG) industry working in a process driven, systems environment using ERP systems is mandatory. SAP experience is preferred. 2+ years of above should be in any Supervisory/Team Lead roles.

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The key purpose of the role is to assure Supply and Demand plans are high quality. The Supply and Demand Planner works closely together with other functions such as Marketing and Sales to ensure supply and demand planning processes is well established and consolidated per the country, and to include recent market knowledge into the enriched forecast before it is converted in supply plans. The Supply & Demand Planner is responsible for running the end-to-end S&OP process with its full monthly cycle. The Supply & Demand Planner ensures optimized Inventory through smooth Production Planning, Inter market supplies and 3rd party suppliers and traders.

What You´ll Do

• Identifies future events and includes them in the forecast.
• Enriches the statistical baseline forecast with additional market insights and portfolio changes
• Organize and leads the local S&OP process, including Demand Review, Supply Review & Executive S&OP meetings on a monthly basis.
• Prepares the final demand plan.
• Proposes and executes measures to improve the quality of the demand plan.
• Establish local communication procedures to ensure relevant information regarding demand within the organization.
• Analyse current demand patterns and propose improvements in terms of quality and service
• Propose demand parameters with supply planning and logistics, to ensure the agreed inventory levels are achieved.

What makes you a good fit

• Degree in Business Management, Supply Chain Management, Economics
• Minimum of 3 years in Demand Planning and Supply Planning