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Customer Service and Logistic Specialist job at Henkel | Apply Now
Nairobi, Kenya
Full Time
Are you looking for Procurement jobs in Kenya 2025 today? then you might be interested in Customer Service and Logistic Specialist job at Henkel
About the Organisation
Henkel is a global leader operating across three business units: Laundry & Home Care, Beauty Care, and Adhesive Technologies. The company is recognized for its innovative brands and technologies, strong market positions, and commitment to sustainability and excellence. Henkel fosters a passionate, performance-driven workplace where employees are empowered to grow and make a meaningful impact.
Job Title
Customer Service and Logistic Specialist job at Henkel
Henkel
Job Description
The Customer Service and Logistic Specialist plays a vital role in delivering an exceptional customer experience by serving as the single point of contact for customer-related activities. This position involves overseeing OTC and customer interaction processes, collecting customer feedback, resolving inquiries, and supporting customer retention initiatives. The specialist collaborates cross-functionally with internal teams, leverages ERP and customer service tools like SAP and Service Cloud, and contributes to continuous process improvements. Additionally, this role involves planning daily activities to ensure timely and quality service delivery, supporting organizational change, and aligning customer needs with supply chain operations.
Duties, Roles and Responsibilities
Act as the single point of contact (SPOC) for customers, adopting a customer-centric approach.
Manage customer service operations and the order-to-cash (OTC) process.
Provide insights into customer segments, needs, and expectations through interaction feedback.
Build and maintain strong customer relationships and address inquiries promptly.
Collect customer feedback and identify areas to improve customer satisfaction (CSAT).
Maintain accurate CRM records, create call plans, and support business development activities.
Identify and pursue opportunities for new business and customer retention.
Collaborate with internal teams to align priorities with supply chain capabilities.
Support implementation of new processes, projects, and best practices.
Use performance KPIs and reports to manage and monitor individual workflow and service quality.
Drive efficiencies through the use of SAP and Service Cloud tools.
Plan daily, weekly, and monthly activities to ensure business continuity and enhance service delivery.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s degree in Supply Chain Management, Economics, Engineering, or related fields.
Minimum of 5 years of customer service experience in a process-driven, system-oriented environment, preferably within the Consumer-Packaged Goods (CPG) industry.
At least 2 years in a supervisory or team leadership role.
Proficiency in ERP systems is mandatory; SAP experience is highly preferred.
Strong customer service mindset, communication skills, and the ability to work cross-functionally.
Proven ability to manage priorities, improve customer experience, and contribute to operational efficiencies.
How to Apply
ONLINE APPLICATION ONLY!
Interested candidates are advised that applications for this position must be submitted online. To apply please click the “Apply” button below.
