Customer Service Advisor

About this Position

HenkelBeauty Care holds leading market positions worldwide and its Brand name productbusiness is continuously developing. Operating within both Retail andProfessional Industries our Brands and products are used by widely every day.

The UKSupply Chain team covers Demand Planning, Logistics, Customer Service andCustomer Collaboration. Reportingwithin the professional Customer Service team, this role is responsible forsupporting daily customer service operations, ensuring efficient resolution ofcustomer enquiries and identifying opportunities to improve processes, servicelevels and overall team performance.

What you'll do

• Managecustomer complaints, claims, and case resolution, ensuring a high standard ofcustomer service
• Handle inbound enquiries frominternal and external customers via phone and email.
• Identify customer needs anddeliver timely, effective solutions.
• Monitor and support claims andcomplaint cases managed through the Shared Service Centre.
• Collaborate cross-functionallywith Sales, Logistics, Demand Planning, Marketing and third-partylogistics providers.
• Coordinate and process customersolutions, including credit notes, debit notes and returns, ensuringcompliance with company policies and approval processes.
• Examine customer accounts toidentify recurring issues, detect trends and recommend solutions.
• Accurately classify andallocate error reason codes to support reporting and continuousimprovement.
• Analyse customer service trendsand identify opportunities to enhance processes and performance.
• Maintain accurate records,ensuring all activities are conducted in line with company procedures,compliance standards, and best practices.

What makes you a good fit

• Strongcommunication skills, with the ability to build effective relationshipswith both internal and external stakeholders
• Proficientin Microsoft Office applications; SAP experience is advantageous.
• Able toremain calm and professional in a fast-paced, high-pressure environment.
• Excellenttime management skills and a proactive approach to problem-solving.
• Committedto delivering outstanding customer service and customer satisfaction.
• Experiencewithin an FMCG environment and/or supporting a field-based sales team isdesirable.
• Demonstratesa collaborative approach and the ability to work effectively acrossmultiple functions.

Some perks of joining Henkel

• 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
• Performance bonus / incentives
• Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
• Annual Leave: 27 days plus 8 Bank Holidays
• Celebration vouchers

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.