Customer Service Experience Team Lead (m/f)

About this Position

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop What makes you a good fit. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth. 

What you´ll do

• The Customer Service Excellence Team Lead will deliver an amazing Customer Service Experience by leading and supervising a team fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs: 
• Lead the team’s Order-to-Cash (OTC) & Customer-Service-Mgt (CSM) activities, focusing mainly on customer interaction related activities (in/outbound).
• Customer Service Experience Operations: Act as first-line supervisor of a team providing direct customer service support and play a key role in helping to achieve CSX targets in the area of responsibility. Deal with most complex and valuable queries and issues.
• Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions
• Monitor KPIs and service levels, driving continuous improvement initiatives
• Train, coach, and develop team members to enhance performance and engagement
• Ensure compliance with company policies and industry regulations

What makes you a good fit

• Bachelor’s degree in Business Administration or related field
• 5 years of experience in customer service/order management, including 2 years in a leadership role
• Ability to think critically, prioritize workload and delegate
• Proven people management skills with focus on developing teams
• Business fluent English & Hungarian is a must
• Strong analytical skills (Advanced excel, power BI)
• Ability to manage various stakeholders and provide trainings
• Expert user level on ERP Systems (i.e. SAP). Advanced user level on cloud based solutions (i.e Service Cloud)/IT applications
• Data visualization and presentation skills
• Ability to communicate effectively with global and regional colleagues
• Positive attitude and desire to work towards beneficial solutions

Some perks of joining Henkel

• Flexible working hours, hybrid working type (2 days HO/week)
• 30 days/year cross-border mobile work
• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Cafeteria: gross 836.000 HUF/year
• Long-term career development track
• Supportive company culture
• Shopping possibility of Henkel products for a discounted price (up to 20-50% discount)
• Opportunities to learn and develop yourself (e.g.: trainings, LinkedIn Learning access)
• Great team to work with – strong employee community, multinational environment

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.