Head of Customer Service Nordics to Henkel

MultiMind Bemanning AB offers staffing and recruitment services. Our niche is to supply staff with language skills and international experience within Logistics, Accounting/Finance, Marketing, HR and IT.

We are currently looking for a Head of Customer Service Nordics to our customer Henkel Norden AB in Alvik. This is a permanent position with a 6 month probation period starting ASAP . Henkel operates worldwide with leading innovations, brands and technologies in three business areas: Adhesive Technologies, Beauty Care and Laundry & Home Care.

The Company: Henkel operates globally with a well-balanced and diversified portfolio. The company holds leading positions with its three business units in both industrial and consumer businesses thanks to strong brands, innovations and technologies. Henkel Adhesive Technologies is the global leader in the adhesives market – across all industry segments worldwide. In its Laundry & Home Care and Beauty Care businesses, Henkel holds leading positions in many markets and categories around the world. Henkel employs more than 52,000 people globally – a passionate and highly diverse team, united by a strong company culture, a common purpose to create sustainable value, and shared values.



Job Description: In this critical role you will aim to deliver excellent Customer Service KPIs, standardized and efficient processes, and a mindset of Continuous Improvement across the team. You will also be a key part of driving our collaboration with our customers, developing the Customer Service team and wider Supply Chain function to become more externally focused. The role would suit someone with the drive and determination to take the function forward combined with a focus on delivering day to day service. 

Coordinate correct and compliant execution of OTC processes: Ordering, invoicing, returns, credit notes.
Steer customer satisfaction by ensuring high performance in Customer Service KPIs (Service Level / Perfect Order / OTIF / Claim %)
Actively enhance customer collaboration via KPI exchange and project work.
Develop & lead the Customer Service team under Henkel Leadership Commitments.
Steer invoicing and crediting process and secure turnover monthly closure in close alignment with GM, Sales Director and Controlling.
Align with Credit Mgmt. & OTC Finance on proper execution of credit management and claim deduction processes.
Implement global and local OTC projects & IT strategy, driving efficiency and digitilization across Customer Service function.
Sales Support functions, where required by Business:  Support in related Sales processes such as pricing or budget management; collaborate with Sales & IT to improve order management.
Required Experience and Skills: University Degree, preferably in business/administration or similar
A good track record of working experience in relevant areas
Fluent in Swedish and English, other Nordic language a merit
Leadership experience ideally within Customer Service and FMCG 
Excellent skills in SAP and Microsoft Office 
Change & People management experience
Personal Characteristics: Excellent communication and relationship building skills
Service minded, flexible, and able to take initiatives
Commercial & Business awareness 
Teamplayer with a LEAN mindset - seeing opportunities rather than problem 
A 'People Person' - passion to motivate and develop team with consideration to individual needs and strenghts
Interested? If you are up for the challenge and reckon that this position fits your profile, we would like to hear from you. Apply today, as we are reviewing applications ongoingly and the position might be filled before the application deadline.