Customer Service Experience Team Lead (m/f)

About this Position At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop What makes you a good fit. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth. What you´ll do The Customer Service Excellence Team Lead will deliver an amazing Customer Service Experience by leading and supervising a team fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs: Lead the team’s Order-to-Cash (OTC) Customer-Service-Mgt (CSM) activities, focusing mainly on customer interaction related activities (in/outbound). Customer Service Experience Operations : Act as first-line supervisor of a team providing direct customer service support and play a key role in helping to achieve CSX targets in the area of responsibility. Deal with most complex and valuable queries and issues. 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 Monitor KPIs and service levels, driving continuous improvement initiatives T rain, coach, and develop team members to enhance performance and engagement Ensure compliance with company policies and industry regulations