Specialist Customer Service Experience

Henkel•Westlake, OH

13d

About The Position

At Henkel, this role is part of the Adhesive Technologies business unit, which provides adhesives, sealants, and functional coatings. The Specialist Customer Service Experience serves as the primary point of contact and customer advocate for assigned accounts throughout the order-to-cash lifecycle. The role builds customer relationships through proactive communication, issue resolution, and expectation management, while coordinating with internal teams to address order, supply, pricing, and service issues. The position uses Salesforce to manage customer interactions, cases, and account activities, and SAP to review and manage orders, inventory availability, pricing, shipment status, and delivery commitments. It also identifies issue root causes, escalates when needed, drives resolution, captures customer feedback, and identifies opportunities to improve processes and service delivery. The salary range is $65,000 to $74,000. The position may also be eligible for incentive pay or other compensation. Actual compensation depends on factors including skills, experience, education, training, and work location. Henkel offers a comprehensive benefits package and is an equal opportunity employer.

Requirements

3–5 years of experience in Customer Service, Account Management, Order Management, Supply Chain, or a related business function.
Strong problem-solving, communication, and relationship-management skills.
Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and customer focus.
Experience working cross-functionally with Sales, Supply Chain, Logistics, and other business partners.

Nice To Haves

Preferred hands-on experience with SAP and Salesforce Service Cloud.
French-speaking candidates are strongly preferred.
Bachelor's degree or equivalent professional experience preferred.

Responsibilities

Serve as the primary point of contact and customer advocate for assigned accounts throughout the order-to-cash lifecycle.
Build customer relationships through proactive communication, issue resolution, and management of customer expectations.
Coordinate with Sales, Supply Chain, Pricing, Logistics, and other internal partners to resolve order, supply, pricing, and service-related issues.
Manage customer interactions, cases, and account activities in Salesforce, ensuring timely follow-up and accurate documentation.
Use SAP to review and manage customer orders, inventory availability, pricing, shipment status, and delivery commitments.
Identify root causes of customer issues, escalate when necessary, and drive resolution to improve the customer experience.
Capture customer feedback and identify opportunities for process improvements, efficiency gains, and enhanced service delivery.