About this Position We are seeking a proactive Customer Service & OTC Specialist to act as the single point of contact for our customers and drive an exceptional customer experience. This role manages all customer interactions, supports order-to-cash processes, and contributes to business retention and growth.
What Youll Do
- Serve as the primary contact for customers, ensuring timely and professional responses
- Manage inbound and outbound customer interactions across OTC and service processes
- Build strong customer relationships, collect feedback, and identify opportunities to enhance satisfaction
- Maintain accurate data in CRM systems to support follow-ups and business development
- Identify opportunities to secure new business and support customer retention
- Collaborate with internal teams (Sales, Logistics, CSX, CoE, GBS+, SC) to meet customer needs
- Support process improvements, organizational changes, and regional best practices
- Monitor workflow and performance using KPIs and reports to ensure quality, efficiency, and timeliness
What makes you a good fit
- Clear and professional communication with customers and internal teams
- Strong attention to detail and problem-solving skills
- Familiarity with SAP, Excel, data analysis, and reporting tools
- Customer-oriented with the ability to respond effectively to customer needs
- Effective collaboration with Sales, Logistics, and cross-functional stakeholders
- Strong time management and ability to prioritize tasks efficiently
- Adaptability and eagerness to learn new processes and skills
- Ability to handle multiple customer requests and high-volume work simultaneously
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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.
