About this Position

The Customer Service Specialist serves as the Single Point of Contact (SPOC) for customers, ensuring a seamless customer experience throughout the Order-to-Cash (OTC) process. This role builds strong customer relationships by managing inquiries, understanding customer needs, and proactively identifying opportunities to improve satisfaction and retention. Working closely with Supply Chain and internal partners, the position balances customer expectations with operational capabilities while leveraging systems such as SAP, CRM, and Service Cloud to ensure efficient service delivery, data quality, and continuous improvement.

What you´ll do

- Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset

- Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound) Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions

- Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits

- Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups

- Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction

- Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities

- Support the implementation of organizational changes, processes, projects, pilots and regional best practices Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operation efficiencies&CX;

- Prioritize own workflow,



ensure work is completed with productivity, quality & timeliness; use KPI's and reports to monitor own performance

- Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement

- Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction

What makes you a good fit

- Highly proactive: Anticipates issues and opportunities without waiting for direction

- Team player: active roll player inside the team.

- Driven and agile: Thrives in fast-paced, complex environments

- Strong intellectual curiosity: Eager to continuously learn about products, processes, and customers

- Analytical mindset: Interprets complex data and scenarios

- Makes data-driven decisions

- Fast learner (learning agility): Quickly masters technical products and processes

- End-to-end thinking: Understands impact across the full value chain

- Strong accountability: Takes ownership of outcomes, challenges, and solutions English: Advanced Excel: Intermediate

Some perks of joining Henkel

- Flexible work scheme with versátil 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

- Flexible Benefits

- Meal vouchers

- Savings fund

- Friday early finish

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.

📌 Customer Experience AO (Municipio de Huixquilucan)
🏢 Henkel
📍 Municipio de Huixquilucan