Customer Experience Specialist (Japanese speaking)

Overview

Accountable for securing supply & stock shortages management, ensuring agility and reliability, supporting an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

Responsibilities

• Accountable for complex decision related supply and stock management activities without direct customer interaction, adopting customer centricity mindset within day-to-day interactions with stakeholders (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Stock Management : Orchestrate and prioritize customer needs vs. Supply Chain capabilities, monitoring stock levels (incl. material lifecycle) to secure availabilities to fulfill outstanding customer and intercompany orders, while minimizing costs. Manage stock (cross SBU) in case of shortages and force majeures, prioritizing cases based on customer segmentation, customer specific requirements & delivery priority rules. Manage material lifecycle phase in / out in collaboration with CSX, Supply Planning, Material Master Data (MMD) and GBS+. Support ad-hoc requests (i.e. customer batch prolongation, mature stock, etc).
• Voice of Customer : Contribute to the understanding of customer segments, trends, needs, and expectations by analyzing customer feedback (internal / external). Build customer’s trust & relationship by providing relevant & accurate supply and stock information to CSX team and specific customer solutions to ensure superior customer experience and error-free management.
• Customer Relationship Management (CRM) Data : Enter relevant information into the customer relationship management system after each contact with relevant team responsible to solve a customer request or issue and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Customer Service Experience Operations : Provide a quality service to customers indirectly, supporting the identification of opportunities to secure new business or support retention. Responsibilities may include resolving supply chain / customer issues and / or providing / managing data.
• Collaboration : Close collaboration with internal partners / functions (Customer Service Experience / CSX, Center of Excellence / CoE, Supply Chain, Sales, Material Management Data, Business Planning, Product Technology Management / PTM, Global Business Solutions / GBS+), 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 commitments.
• Customer Experience Implementation : Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing via CSX.
• Continuous Improvement : Contribute actively to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
• Performance Management : Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use KPI’s, performance management systems and reports to improve personal performance.
• Supporting Systems : Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Time Management & Activities Planning : Plan own resources according to demand to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively participate in regular team meetings to align priorities.
• Compliance : Comply with company's Corporate Standards, Global SHE and Sustainability requirements.

Qualifications

Perks & Benefits

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.

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