Customer Excellence Manager / Начальник отдела обслуживания клиентов (Алматы)

Компания "Henkel Central Asia & Caucasus"

Henkel is in search of a Customer Excellence Manager, Henkel Consumer Brands (Начальник отдела обслуживания клиентов) in Almaty, Kazakhstan.

Responsibilities:

1. Team Management:

• Manage, supervise, develop and coordinate a team of three people.
• Territory: responsible for 9 countries and 17 customers (distributors).
• Oversee the customer service processes by developing, testing, optimizing, and implementing global and regional practices.
• Ensure high quality and efficiency in customer service (CS) processes, monitor service KPIs, and identify departmental bottlenecks for improvement.
• Execute customer service strategies to ensure consistent customer satisfaction.

2. Customer Relations:

• Oversee the management of orders from creation to invoicing, including negotiations with regional distributors (CAC).
• Handle customer orders, product reservations, credit notes, and customer communications (providing information on order fulfillment, product availability, and resolving disputes).
• Monitor shipments and identify reasons for delays in processing and dispatching orders.
• Manage customer complaints, claims, and discrepancies:
  • Receive complaints and maintain a registry.
  • Verify the accuracy of documentation and related information.
  • Coordinate with relevant departments and management.
  • Notify customers of decisions made regarding their claims.

3. Communication with Sales and Other Departments:

• Act as the point of contact between customers and internal departments (Marketing, Product Development, Quality, Management, etc.).
• Provide regular updates (1-2 times per week) on open orders, reservations, shipments, order processing, outstanding payments, credit limits, pricing issues, and delays.
• Prepare reports as requested by sales department management within the scope of your department.
• Collaborate with the logistics department.

4. Testing Management and Support:

• Participate in quarterly Regression Tests (testing SAP, SNOW systems).

5. Communication with Henkel IT System:

• Work with the internal SNOW program and IT specialists to resolve technical issues and open incidents/requests in the SNOW system.

6. Reporting and Company Goals Compliance:

• Ensure high quality and efficiency in CS processes and monitor service KPIs.
• Provide all requested information to direct supervisors.
• Ensure adherence to KPIs, taking preventive and corrective measures when necessary.

7. Compliance with Company Standards:

• Monitor and control documentation, standards, and instructions to ensure compliance.

8. Audit Support:

• Oversee the collection and submission of necessary/requested documents to auditors.

Requirements:

• At least 2 years of experience in a similar customer service role (preferably in large corporations).
• Higher education (Bachelor's degree or equivalent).
• Upper-Intermediate level of English proficiency.
• Team management, change management, and problem-solving skills.
• Proficient user of Excel.
• Confident user of SAP.
• Personal qualities: quick learner in a fast-paced, technical environment, stress resistance, attention to detail, systematic thinking, strong communication skills, and reliability.

Compensation & benefits:

• Employment in an international company with well-established corporate values and standards.
• Competitive salary.
• Annual bonus.
• Medical insurance.
• Social package (subsidy for food, payment for mobile services and other benefits in accordance with the rules of the company).

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 races, colors, religions, sexes, national origins, disabilities, veteran statuses, ages, sexual orientations, gender identities and expressions, and other legally protected characteristics.

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