Customer Service Head Job Vacancy at Henkel, 15th August, 2018

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.

We are 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
  • 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)
  • 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
  • Credit Note KPI’s monitoring & Appropriate actions
  • Customer Service Level, SPORT Analysis, NDR Analysis.
  • iTAS Analysis & Reports

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.

How to Apply
Interested and qualified candidates should:
Click here to apply online