Customer Service Analyst

Description

Summary: This role involves acting as the primary customer contact, managing order processes, coordinating internally, and supporting key accounts while focusing on performance tracking and continuous improvement. Highlights: 1. Serve as primary customer contact for timely inquiry resolution 2. Deliver excellent customer service and foster strong relationships 3. Manage and support key accounts ensuring consistent service quality #### **About this Position** Act as the first point of contact for customers, ensuring excellent service delivery while managing order processes, coordinating with internal stakeholders, and supporting key accounts through efficient use of systems such as SAP. The role also focuses on performance tracking, customer satisfaction, and continuous process improvement. #### **What you´ll do** * Serve as the primary point of contact for customer needs, ensuring timely and effective resolution of inquiries and requests. * Deliver excellent customer service, fostering strong relationships and ensuring high levels of customer satisfaction and retention. * Manage and support key accounts/customers, ensuring consistent service quality and proactive communication. * Receive and process customer orders in SAP, ensuring accurate entry and timely release to picking and fulfillment operations. * Act as a key user in SAP, executing system\-related actions and supporting order management processes. * Coordinate communication between customers, business units, and internal operations, ensuring alignment and smooth execution. * Maintain an up\-to\-date and detailed knowledge of the company’s products, services, and processes. * Track and monitor key service performance metrics. * Generate reports and insights to support decision\-making and continuous improvement initiatives. * Support front\-office customer service activities, including systems such as Service Cloud and Contact Center platforms. #### **What makes you a good fit** * Bachelor’s degree in Industrial Engineering, Business Administration, Finance, or related fields. * Experience in customer service roles, preferably in structured or corporate environments. * Experience managing KPIs/indicators related to customer service performance. * Experience interacting with internal stakeholders and handling end\-to\-end order management processes. * Technical Skills: SAP, Microsoft Office Suite, Excel proficiency required. * English proficiency: Advanced. #### **Some perks of joining Henkel** * Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year * Diverse national and international growth opportunities * Global wellbeing standards with health and preventive care programs * Gender\-neutral parental leave for a minimum of 8 weeks * Employee Share Plan with voluntary investment and Henkel matching shares At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.