Customer Excellence Specialist

At Henkel, you’ll be part of an organization that’s shaping the future through innovation, sustainability and collaboration. With our trusted brands like Persil®, ‘all®, Loctite®, Snuggle®, and Schwarzkopf® and our cutting-edge technologies, you’ll have countless opportunities to explore new paths and grow.This position is with our Consumer Brands business unit – where we empower our employees to bring the best Laundry & Home Care and Hair products to people around the world.Dare to learn new skills, advance in your career and make an impact at Henkel.What you´ll do Manage and collaborate with customers on their orders, generate actionable reports, and collaborate with stakeholders to enhance forecast accuracy and delivery performance. Serve as the subject matter expert for automation and efficiency initiatives, supporting training and upskilling efforts for the Customer Service Team. Drive customer partnerships by advancing Collaborative Planning, Forecasting, and Replenishment (CPFR) to the highest standards. This pivotal role involves analyzing customer data, identifying actionable trends, and devising strategies to enhance customer experiences, streamline operational processes, and support business growth objectives. Oversee all Order-to-Cash (OTC) support activities for key customers, ensuring exceptional customer service delivery. Conduct in-depth analysis of customer data and trends to identify opportunities for improving customer experience and operational efficiency. Develop and maintain comprehensive reports, dashboards, and KPIs (e.g., OTIF, OTD, Service Level) to monitor customer satisfaction and operational performance. Partner with Sales, Marketing, Education, and New Product Innovation teams to design and implement customer-focused initiatives, such as loyalty programs, customer segmentation, and personalized marketing strategies. Identify and implement process improvement opportunities within OTC operations through data-driven insights and analysis. Participate in key forums and meetings, including SME and S&OP sessions, to present findings, recommendations, and progress updates to stakeholders. Lead cross-functional projects related to customer service excellence, as assigned. Provide backup support for team members during absences to ensure seamless operations. What makes you a good fit Bachelor’s degree in Business Administration, Marketing, Economics, Statistics, or a related field. Minimum 3 years of experience in data analysis, preferably in the CPG industry or a related field. Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI) to manipulate and interpret large datasets. Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights. Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical audiences. Proven ability to work collaboratively in a cross-functional environment and manage multiple priorities effectively. Experience with customer relationship management (CRM) systems and understanding of sales and marketing processes is a plus. Detail-oriented with a proactive mindset and a passion for continuous improvement. Some benefits of joining Henkel Health Insurance: comprehensive plans for medical, dental, vision and wellbeing Work-Life Balance: occasional absence days, holidays and volunteer time off, plus flexible & hybrid work policies (depending on role) Financial: retirement savings programs, employee share plan with voluntary investment and Henkel matching shares, annual performance bonus, and service awards Family Support: gender neutral parental leave, fertility support, adoption & surrogacy reimbursement, discounted child and elderly care, and scholarships Career Growth: diverse national and international growth opportunities, access to thousands of skills development courses, and tuition reimbursementHenkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral.Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.