Customer Service Specialist

Responsibilities

• Act as the primary point of contact (SPOC) for customers to ensure a consistent and customer-centric experience.
• Manage customer relationships by building and maintaining strong connections with stakeholders across different countries and hierarchy levels.
• Handle complex demands, including critical cases, complaints, and escalations, ensuring agility and quality.
• Execute Order-to-Cash (OTC) processes, including order management, billing, deliveries, and supply chain interfacing.
• Monitor and analyze KPIs such as CSAT, NPS, SLA, and backlog to generate actionable insights.
• Collaborate cross-functionally with Supply Chain, Logistics, and Finance teams to align priorities and meet customer needs.

Requirements

• Proven knowledge of Customer Service (OTC) processes.
• Proficiency in SAP and Excel.
• Experience with CRM tools such as Salesforce.
• Advanced Spanish (mandatory).
• Advanced English (desirable).
• Strong continuous improvement mindset and ability to optimize processes.
• Ability to adapt communication styles to different cultures and customer profiles within the LATAM region.

About the Company

Henkel is a global leader in both industrial and consumer businesses, driven by a purpose to be "Pioneers at heart for the good of generations." Our portfolio includes well-known brands in hair care, laundry detergents, and high-performance adhesives, sealants, and functional coatings. We combine tradition with technology to drive innovation and sustainability worldwide.