Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.
Team Leader – Customer Service Experience
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About this Position
We are looking for a motivated and customer-focused Team Leader to oversee our Customer Service team and ensure the delivery of an outstanding customer experience. In this role, you will lead day-to-day operations, support and develop team members, and collaborate closely with internal stakeholders to ensure smooth order-to-cash processes and efficient resolution of customer needs. You will play a key role in driving service excellence, improving processes, and building strong relationships with both customers and internal partners.
What you´ll do
- Lead and coach the CSX team to deliver a seamless, positive end to end customer experience.
- Oversee Order to Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to monitor performance and drive improvements.
- Act as a point of escalation for complex customer inquiries, supporting supply, commercial, and application related topics.
- Build strong customer relationships and identify opportunities to improve satisfaction using customer feedback and Voice of Customer insights.
- Collaborate with internal teams—including Sales, Marketing, Supply Chain, CoE and GBS+ to align priorities and ensure commitments are met.
- Support and implement customer experience initiatives, tools, and processes, including new projects and organizational changes.
- Ensure accurate and high quality CRM data is captured, supporting effective customer retention and development.
- Drive continuous improvement, identifying opportunities to streamline workflows and enhance service quality.
- Plan and Manage team performance, development, coaching, capability building, and operational planning (daily/weekly/monthly).
- Uphold corporate standards, sustainability requirements, and SHE compliance.
What makes you a good fit
- 3–6 years’ experience in Customer Service, Supply Chain, or Sales, with people management exposure.
- Ability to lead teams in making trade off decisions that optimize cost, inventory, service quality, and sustainability in an end to end supply chain environment.
- Strong customer centric mindset with excellent communication skills — able to convey information clearly across teams and levels.
- Confident presenter, able to create clear, structured presentations and communicate them effectively to stakeholders.
- Takes initiative, acts proactively, and makes sound decisions independently.
- Collaborative and resilient, able to manage competing priorities and adapt quickly.
- Knowledge of Order to Cash processes, customer service operations, and CRM/ERP tools (Salesforce Service Cloud, SAP).
- Comfortable working with KPIs, dashboards, and performance metrics.
- Strong planning, organizing, and leadership skills with a focus on developing and coaching team members.
Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
- Annual Leave: 27 days plus 8 Bank Holidays
- Celebration vouchers
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.
JOB ID: 26093261
Job Locations: United Kingdom, England, Hemel Hempstead
Contact information for application-related questions: RecruitmentUKIE@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted.
Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application
Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
About Henkel
FAQ
I am interested in several jobs. Can I apply for multiple positions at the same time?
Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.
The job offer is written in English – should I write my application in English as well?
Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the ‘rule’ is: please write the application in the same language as the job ad.
Do I get feedback during the application process about the state of my application?
Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.
Can employees move between business areas and/or to a different country?
Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.
Whom do I contact if I have questions concerning my application?
Our recruiting team will help you with all requests regarding your application. Contact the team here.