Customer Specialist/ Representative/Supply Chain

Job Location:One Henkel Way, Rocky Hill, CT 06067

Position Type: 12- month contract with possible extension

Pay Rate $ 28/hr with benefits

Hybrid position

Requirements:

• 2-5 years of experience in Customer Service / Supply Chain / Sales

Education:

• HS Diploma

Job Description:

• Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement.
• Be the single point of contact for current and new Client customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs.

Responsibilities:

• Accountable for customer facing activities / customer experience, acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Run Order-to-Cash (OTC) & Customer-Service-Mgt (CSM), focusing mainly on customer interaction related activities (in/outbound).
• Voice of Customer: Contribute to the understanding of customer segments, trends needs, and expectations by reporting and providing feedback on client interactions. Build customer's trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan 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 while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption & downtime.
• 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 commitments.
• Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools and processes, including customer experience