Customer Service Experience Specialist - Henkel Adhesive Technologies (H/F/X)

优缺点分析

角色解读

• Opportunities to move into team lead or specialist roles within customer service or supply chain.
• Potential to transition to other functions like logistics coordination or account management.
• International career development through Henkel's global presence and internal mobility programs.
• Manage end-to-end customer order processes, from entry to invoicing, coordinating with shared service centers and logistics.
• Handle customer interactions proactively, ensuring timely and professional responses to inquiries and complaints.
• Administer consignment stock at customer sites and arrange urgent deliveries when needed.
• Strong communication and interpersonal skills in both French and English (professional level).
• Proven B2B customer service experience (2+ years) with a customer-oriented mindset.
• Organizational skills and ability to prioritize tasks in a fast-paced environment.
• Familiarity with SAP and Service Cloud is a plus.

申请策略

• Tailor your cover letter to show understanding of Henkel's adhesive technologies business and customer-centric culture.
• Prepare to discuss how you prioritize tasks and manage stress during peak times.
• Emphasize your B2B customer service experience with concrete examples of handling complex orders or complaints.
• Highlight proficiency in SAP or similar ERP systems
• if you have Service Cloud experience, mention it.
• Showcase language skills: fluent French and professional English are mandatory.
• If not already familiar, take a short course on SAP order management or Service Cloud basics.
• Practice handling customer scenarios in French and English to demonstrate responsiveness.

面试指南

• Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
• For process questions, outline your typical workflow and highlight any efficiency improvements you made.
• For language proficiency, be prepared to switch between French and English during the interview.
• How do you handle a difficult customer complaint, especially when an urgent delivery is needed?
• Describe your experience with order management in SAP. Can you walk us through a typical process?
• How do you prioritize multiple customer requests with conflicting deadlines?
• Tell us about a time you improved a customer service process. What was the outcome?
• How would you communicate with a logistics coordinator to arrange an emergency shipment?